A member or user cannot log in

When a member or user cannot log in to 4planning, there can be several causes. This article covers the most common problems and how to solve them.

Check the email address

First check that the user is using the right email address.

• Check that the email address was entered correctly.
• Check for typos.
• Ask the user to double-check their email address.

Check whether the user has been invited

A user can only log in once their account has been activated.

• Go to Organisation > Members.
• Check that the user appears in the list.
• Check that the invitation was sent.

Has the user not received an invitation yet? Send it now.

Check the activation email

Ask the user to check the activation email.

• Check the spam or junk folder.
• Ask the user to open the email again.

Forgotten password

If a user no longer knows their password, this is easy to solve.

• Use the Forgot password option on the login screen.
• Follow the steps to set a new password.

Two-factor authentication (2FA)

When 2FA is enabled, the user also has to enter the verification code.

• Check that the authenticator app is set up correctly.
• Check that the right code is being used.

Browser and cache

Sometimes a technical problem blocks the login.

• Refresh the page.
• Clear cookies and cache.
• Try a different browser or device.

Account blocked or deleted

Check whether the account is still active.

• Go to the member overview.
• Check that the user still exists.

Technical outages

In rare cases there may be maintenance or an outage.

• Check whether other users have problems too.
• Contact support.

Tips for effective use

• Use a strong, unique password.
• Store login details securely.
• Use 2FA for extra security.

Good to know

• Most login problems are easy to solve.
• Always check the invitation and activation first.
• If in doubt, an administrator can check the account.