Troubleshooting member access

Member registration approval or website access issues occasionally occur for a number of obvious reasons, and are generally easy to fix.

If users are having problems with membership approval or logging into the website, one of the following is usually the cause:

• Misspelt email address
• Email sent straight to Junk Mail folder
• Email blocked at company Mail Server
• Member forgot password
   

Misspelt email address

If a new registrant has incorrectly typed in their email address, then the validation email cannot reach their inbox and the registration process will not be fulfilled.

To confirm the registrant has incorrectly entered their email address:

1. Go to the Members section of the Admin area.
2. Find/select the new registrant (alphabetically sorted by ‘Firstname’ in the Members folder).
3. Select the ‘Properties’ tab.
4. Double-check the email address in both the Login and Email fields.

If the email address is incorrect, you have one of two choices:

1. Delete the member and ask them to register again: To delete a member, simply right-click the member in the left hand Members pane and select Delete from the actions/contect menu, or
2. Manually approve the registrant: Remember to add the correct email address in both the Login and Email fields and follow the procedure on the Manually approving a registrant/member page.

Email sent straight to Junk Mail folder

If the member has not received an email from Brand Toolbox within 24hrs after registering, something has definitely gone wrong. The email may have been moved to their Junk Mail folder.

Ask the registrant to check if the email is in the junk folder. Inform them to flag the domain as a trusted sender, so the issue does not persist.

If the email is in the junk mail folder, simply move it to the inbox and follow the prompts on the email to finalise registration. If the email still cannot be found, you have one of two choices:

1. Delete the member and ask them to register again: To delete a member, simply right-click the member in the left hand Members pane and select Delete from the actions/contect menu, or
2. Manually approve the registrant: Remember to add the correct email address in both the Login and Email fields and follow the procedure on the Manually approving a registrant/member page.

Email blocked at company Mail Server

The Brand Toolbox team will do everything it can to ensure your installation of Brand Toolbox is running smoothly within your environment. However, we cannot control a 3rd party member or supplier not receiving the email notifications from Brand Toolbox because of any Mail Server infrastructure restrictions they may have in place.

In these cases, the 3rd party member or supplier can ask their own IT department to investigate the issue and whitelist the Brand Toolbox domain to ensure the issue doesn’t occur again.

If the email has been blocked, the Administrator can manually approve the registrant by following the steps outlined on the Manually approving a registrant/member page.

Member forgot password

If the member has previously been able to enter the website and has now forgotten their password, they can reset their password via the ‘Forgot password?’ link on the login page. They will receive an email with a link to reset their password.

If the problem persists and the user does not receive the password reset email, the password can be reset manually by following the following steps:

1. Go to the Members section of the Admin area.
2. Find/select the new registrant (alphabetically sorted by ‘Firstname’ in the Members folder).
3. Select the ‘Properties’ tab.
    
   
    
4. Click the Change password link and the field will expand to reveal two password entry text fields.
    
   
    
5. Type in the new password and retype it again in the Confirm new password: field. The two passwords must match.
6. Click SAVE.
    
   *Note that when manually altering or approving a user, the registrant does not receive a confirmation email, so ensure you let them know (via email) that their membership details have been altered.