Troubleshooting Login Issues

Chair and Admin can edit user records to update passwords manually to provide access (though sending an invitation is easier and more secure).  To provide access manually:

1. Go to Admin > Manage Users > Search for User > click on Edit User icon.

2.  Verify that their email is being used as their login.  If a random string of characters displays instead, replace it with their email or another login they will be able to remember.

3.  Current passwords do not display.  To change, enter a simple temporary password (such as changeme or badpassword) into the field and confirm, then Save.

4.  Provide the user with a link to the site (to ensure they're trying to login the the correct site), and their updated info.  

I have changed your password for you and verified that your login is your email address.

Login here:   http://yourorg@schoolauction.net/gala2017/login

Login:  email address

PW:  changeme

Once you've logged in, don't forget to choose your own password by clicking on your name (upper right) > My Account > Change Password

5.  If the user reports they are still unable to login:

• Test the login/pw yourself to verify it works
• Resend the formatted info shown in #4 and instruct them to use the link, and copy/paste their login and pw into the form.

1. Login entered does not match any existing user records.

• Typed incorrectly (case sensitive)
• User may assume last year's/event's login/pw are valid (may be true for team accounts, is never true for guests/bidders)

2.  Email matches more than one user record.

• Software may not be selecting the correct/desired record or the record may not contain necessary information or permissions for the requested action. You can bulk delete unwanted user records or merge duplicate records to combine their contents

3.  User may be attempting to login to the wrong site.  Verify URL of site they are using.

• Only Account Managers can login to master account:  sample:  http://my.schoolauction.net/manager
• All others must log in directly to desired event site:    sample:  http://orgname.schoolauction.net/eventname
• Note that none of the software URLs are preceded by www.

4.  Password may not be entered correctly

• Case sensitive, 0/o, 1/!, I/1 or characters transposed
• "Right" password - wrong account or wrong site

5.  Browser or Password Manager App may autofill the incorrect password when the credentials for more than one user are stored on a single computer.

1. Email entered does not match any existing Accounts.

• Imported or Migrated Users are not the same as Account Holders.  These user records allow invitations to buy tickets/bid etc to be sent, but do not create an account until the invitation is accepted (by clicking on the Personal link).
• User may assume last year's/event's login/pw are valid (may be true for team accounts, is never true for guests/bidders.)

2.  User may be attempting to login to the wrong site.  Verify URL of site they are using

• Only Account Managers can login to master account:  sample:  http://my.schoolauction.net/manager
• All others must log in directly to desired event site:    sample:  http://orgname.schoolauction.net/eventname
• Note that none of the software URLs are preceded by www.

3.  Be sure to check Spam filters for missing Password Reset emails.

1.  User does not have Chair/Admin/Volunteer status to view this page.

• Usually triggered when a guest/online bidder is provided a link to an internal page (eg internal ticket sales rather than online ticket sales)
• Can also be triggered when Chair/Admin/Volunteer has multiple windows/tabs open with different login status