How to sign in
Users can follow these instructions to sign into your app:
Open the account menu
On mobile: tap the account icon in the top left of the app.
On desktop: click the “Account” tab in the top right.
Tap “Sign in” and enter your email and password.
If you can’t remember your password, tap “Forgot your password?” and follow the instructions.
Troubleshooting
Can’t sign in
There are several reasons a user might not be able to sign in, but most problems are related to the user forgetting the email or password for their account.
No account
For security reasons we do not tell a user if they are using an incorrect email when attempting to sign in. Instead they will see the generic error message “Invalid login credentials.”
You can search for the user’s email in the “Audience” tab to see if they have an account. If they do not, see “No account” below.
Forgotten password
If the user has an account but is still seeing the generic error message “Invalid login credentials”, they’ve likely forgotten their password. They can reset their password by following these instructions:
Open the account menu
On mobile: tap the account icon in the top left of the app.
On desktop: click the “Account” tab in the top right.
Tap “Sign in”.
Tap “Forgot your password?” and follow the instructions.
Disabled cookies on iOS
If a user is reporting that they can’t sign in on iOS but they are not seeing an error message, they’ve likely blocked all cookies on their device. Our login portal requires cookies to function securely. Cookies are enabled by default on iOS and Apple warns users against disabling them as doing so breaks many websites, but occasionally a user will end up in this situation anyway. To re-enable cookies a user should:
Open the “Settings” app.
Scroll down and tap “Safari”.
Scroll down to “Advanced”.
Turn the “Block All Cookies” toggle off.
Can’t reset password
The most common reasons that a user can’t reset their password are:
They don’t have an account under the email that they provided.
They’ve requested multiple password resets in quick succession.
The password reset emails are not being delivered correctly.
No account
For security reasons we do not present an error on the “Forgot password” page if a user enters an email that is not associated with an account.
You can search for the user’s email in the “Audience” tab to see if they have an account. If they do not, see “No account” below.
Multiple reset requests
When a user requests a password reset we send them an email with a code. For security reasons only the most recently generated code will work. If a user requests multiple resets within a few minutes then they will have multiple codes in their inbox and may accidentally choose the wrong one. This is the most likely scenario if a user says that the codes they are receiving do not work. Ask the user to:
Please delete any old password reset emails from your inbox.
Request another password reset. Do not send multiple requests.
Wait for the password reset email to arrive in your inbox. This may take a few minutes.
When you receive the password reset email, copy the password reset code and paste it into the app.
Email delivery
Occasionally email delivery issues will prevent a user from receiving their password reset code. Ask the user to check their spam folder if they have an account but are not receiving emails. If you are using your own SMTP server with Treefort, also check your server logs to see if password reset emails are being sent successfully.
No account
If a user thinks they have an account but you can’t find it under the “Audience” tab then there are three likely scenarios:
Wrong email
The user may have an account under a different email address. This is the most likely scenario. The user may have multiple email addresses (or may share an email address with a family member) and forgot which one they used. The user may also have mistyped their email during account creation. You can try to help the user find their account by searching in the “Audience” tab by their name or any alternate email addresses that they use.
Deleted account
The user may have deleted their account from the account deletion page in the app but subsequently forgot that they did this.
Human error
The user may never have created an account. They may be confused about the difference between signing in and account creation, or they may mistakenly think that they created an account when they didn‘t.