Admin Guide: Help Members Log in to the Directory

Is a member having trouble logging into the member website or member app? Here are a few things to check.

Check Member's Email

The reason a member may have an issue is that the email is not listed correctly in the directory. If a member is having a login issue, check that their email address is spelled correctly and in the correct field.

It must be an exact match to what the member is typing.

Ask the Member to check their email for the email that includes the Secure Link or Invite Code.

Either will log them into their directory. If they cannot find the email in their primary inbox, ask them to check their spam or junk folders.

Check the Member's Email User Status on the Admin Website

Under Member Apps,  use the new Check the Status of a user’s email. This is the first place we recommend starting. Enter the member’s email address and click search.

Read the message shown to find out where the member is in the sign-in process.

If none of the above checks help, here are a few other things to review.

Signing in for the first time on a device

If it's the first time signing in with an email address, the member should check for the email that we will send to them, and they may either click on the secure link in the email or use the invite code to access their directory.

Two-Factor Authentication Verification Code is not working

If you have optional two-factor authentication enabled and your member is signing in from a new device (mobile app) or location (member website), they will need to enter a verification code we emailed to them to sign in.

When they receive the code, they have 15 minutes to use it before it expires.

If they have tried to sign in multiple times, they will have received multiple codes and should find and use the most recent one in their email. Only the most recent code will work.

If the member is using Gmail, it is possible they are looking at the wrong code since emails in Gmail can be nested (threaded) together. Ask them to make sure they are looking at the most recent code (based on the date and time). If they are unsure, they can change a setting in Gmail so the emails are not nested. In Gmail, go to the gearbox icon (Settings) >> Email Threading (at the bottom) - uncheck Conversation View. Now the most recent Verification Code email will be at the top.

If the member did not receive the code via email, please Contact Us.

The Family Email Has Extra Characters

If you are listing emails in the family email section and you want to list the name next to the email, be sure there is a space between the name and the email itself. Example: use Henry: name@email.com instead of Henry:name@email.com

The member did not receive a secure link email

Confirmation emails are sent immediately. If, after a while, a member has not received a confirmation email from our program, first ask them to check their SPAM/Junk folders. It may also be in other folders such as "Promotions" if they are using Gmail.

If they still do not have a confirmation email, you may contact us, and we can research the status of their email.

The member did not receive the Two-Factor Authentication Verification Code email

Two-Factor Authentication Verification emails are sent immediately. If, after a while, a member has not received a verification code email from our program, first ask them to check their SPAM/Junk folders. It may also be in other folders, such as "Update" if they are using Gmail.

If they still do not have a verification email, you may submit a request for your member through our website under "Contact us".  Be sure to include the member's email address and we will take a look.

Family Marked Inactive

If a family is marked "Inactive," they will be logged out until they are marked "Active" again. Then they will need to choose Sign In using their email in the directory.

Member Locked Out from Failed Logins

Encourage your members to go slowly when entering their emails. After multiple failed attempts, a member will be locked out for some time, even if they are using the correct email

Here are the lock-out periods:

• For the 6th failed attempt, the lockout period is 1 minute.
• For the 7th failed attempt, the lockout period is 5 minutes.
• For the 8th failed attempt, the lockout period is 15 minutes.
• For the 10th or more failed attempts, the lockout period is 1 hour.

If none of these tips help your member sign in, please Contact Us with their email address, and we will take a closer look.