Admin Guide: Help Members Log in to the Directory
Why this guide?
Most sign-in issues come down to an incorrect email address or confusion about the one-time emails we send (Secure Link, Invite Code, or MFA code).
Follow the steps below in order—they match the quickest path to resolution for 90% of cases.
1. Verify the Email in the Directory
- From Families, open the member’s record.
- Confirm the email is:
- Spelled exactly as the member types it.
- Stored in the proper Email field (not in notes or an extra address line).
- Save any corrections.
Important: Any change to a member’s email automatically signs them out everywhere—they must sign in again with the updated address.
2. Check the Member’s Status (Admin Site)
- Go to Member Apps > Member Login Status.
- Enter the email and click Check Status.
To read more on how to use this tool, check out this help doc.
3. Ask the Member to Use Their Secure Link or Invite Code
- Have them open the newest email from no-reply@instantchurchdirectory.com.
- Either:
- Click Secure Sign-In Link (simplest), or
- Copy the Invite Code into the sign-in form on the Member Website or App.
- Remind them to check Spam/Junk and Promotions (Gmail) if they don’t see it within a minute.
Security notice: Secure Links are valid for one login only and shouldn’t be forwarded. Encourage members to avoid using Remember Me on public or shared devices.
4. If MFA Is Enabled: Enter the Verification Code
- Codes expire after 15 minutes—always use the newest one.
- Gmail can thread multiple codes together; ask members to open the most recent message or temporarily turn off Conversation View to separate them.
- Still no code? Confirm the address in Step 1, then try resending; if the problem persists, contact support with the member’s email.
5. Common Issues & Quick Fixes
| Symptom | Likely Cause | Fix |
|---|---|---|
| Blank screen after clicking link | Outdated browser / App version | Update browser or reinstall app |
| Family marked Inactive | Admin action or import | Mark family Active, then have member sign in again |
| Extra characters in “Family Email” | Label stuck to address (e.g., Henry:name@email.com ) |
Insert a space → Henry: name@email.com |
6. Disable or Limit Member Access
- Temporarily turn off Member Apps: Toggle Enable Member Apps off (first switch on the page).
- Remove an individual: Delete or change their email, or mark the family Inactive (they are signed out immediately).
7. Need More Help?
If you still can’t get a member signed in, send us:
- The member’s exact email address
- The troubleshooting steps you’ve already tried
- Any error message or status text you see
Use Contact Us and we’ll investigate.