Are your Members having trouble logging into your site to access their Library and purchased products? Learn how you can help your Members troubleshoot their Login.
In this article:
Member Can't Login
If your Member is having trouble logging into your site, consider the following steps.
Step 1. Confirm the email address
Is the email address being used to login exactly the same as the email address associated with the Member?
Confirm with your Member that the email address matches the email address associated with their account. Ensure that it is exactly as their email appears in your People tab as the login is case-sensitive.
Learn to manage your People Profiles
Step 2. Reset password
Has your member attempted to reset their password?
If not, try a password reset to see if the reset email is sent to their email address. They can then proceed to reset their password and attempt to login with their new login credentials.
Learn to reset your Member's password
Step 3. Try a different browser
Has your Member attempted to login with a different browser? Your Member may be experiencing a browser or caching issue.
If your Member has attempted to login with a different browser, they may want to consider clearing their browser cache. Here are a few commonly used browsers and their support guides on how to clear their browser cache:
- Using Google Chrome? Read Google's Support Guide on Clearing Cache and Cookies.
- Using Safari? Read Apple's Support Guide on Removing Stored Cookies and Data.
- Using Firefox? Read Mozilla's Support Guide to delete browsing, search, and download history.
