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Member App Login Issue Process
Process to follow if a member contacts you advising they are having issues logging in to their account
Members (and sometimes Merchants on behalf of members) may get in contact with us as they cannot log into the member app. They will have an error advising something went wrong.
The first step is to take the email address they have emailed from and confirm this is an account under the members section of the admin portal. If so then you’ll want to ensure the Registrations Status is showing as completed.
If the email address does not return a result then they are using a different email address and we need to confirm the email address being used to login. If the email address does return a result however shows as Incomplete registration status there are a couple of things we can do. 1) See if the account has an associated merchant. If so then log into the business portal for that merchant and search the email address for the member and then enable their account which should allow them to login. 2) Suggest a password reset to the member and them setting a new password should mark the account as registered.
Finally, a VPN being enabled might be blocking a connection to our servers, so it will be worth asking the member if they have a VPN active and getting them to disable this before trying again.
The first step is to take the email address they have emailed from and confirm this is an account under the members section of the admin portal. If so then you’ll want to ensure the Registrations Status is showing as completed.
If the email address does not return a result then they are using a different email address and we need to confirm the email address being used to login. If the email address does return a result however shows as Incomplete registration status there are a couple of things we can do. 1) See if the account has an associated merchant. If so then log into the business portal for that merchant and search the email address for the member and then enable their account which should allow them to login. 2) Suggest a password reset to the member and them setting a new password should mark the account as registered.
Finally, a VPN being enabled might be blocking a connection to our servers, so it will be worth asking the member if they have a VPN active and getting them to disable this before trying again.