This article provides possible solutions to some common login issues that users may experience.  


Confirm the user is active in the app


The first step is to confirm the user is active in the app.  This can be done by performing a user search.  If you are not familiar with how to search for a user, please refer to this article.  How to Perform a User Search


If the user is not found when searching, re-run the search with the Search Disabled Users option enabled.  


    If the user is disabled in the system, reactivate their account.  

    

    To Reactivate a User's Account

  • Click on the user's profile from within the search results
  • Click on the gear icon at the top of the users profile
  • Click Reactivate Member
  • Click Confirm when prompted

    The user should now be able to login.


Note*  If you're syncing users from an external system, they must be active in that system.  If the user is not active in the external system, they'll be disabled again when the next user sync runs.


Reset a User's Password


Konverse supports multiple methods of authentication.  For example, some customers choose to have their users authenticate to an external system such as, Active Directory, Google Workspace or Azure AD.  


If you're users are authenticating to an external system, you will need to contact the people that manage that system.  


How to Reset a Local Password


Passwords can be reset for users that authenticate with a local password using one of the methods below.  

We recommend having your email security add alerts@alerts.konverse.com to your global permitted senders list.

  1. The user can click can't access your account? on the login screen.  An email will be sent to the user with a link to reset their password.
  2. An admin can send the user  password reset email.  To send a password reset email, open the users profile, click on the gear icon and select Send Password Reset Email 

   

     What to do if the user doesn't receive the email

  • Have the user check their junk mail folder
  • Have the check their spam filter or hold queue
  • For any users using Gmail, have them check the Important and Spam folders. These folders can be found by expanding the more option on the Gmail menu bar
  • If possible, have the user add alerts@alerts.konverse.com to their safe senders list and resend the password reset email.


If all of the above have failed and the user is still having problems, please contact support@konverse.com. When contacting support please provide the users email address, member ID if possible, and any errors the user is receiving.