If you ever have employees
or contacts experience any issues with logging into CleanTelligent, there are a
few steps to fix that issue.
First, you must check if
the user is active. Start by opening the person’s Employee or Contact record.
In the User
Information box, check to make sure that the account status is
set to Active.
If they are not active, simply click Edit and change their Status.
If your employee or contact
has simply forgotten their username and/or password, you can send them an email
with that information. While looking at the employee or contact record, you’ll
find two links (Email Username
to User and Email
Password Reset Link to User) next to the User Information box. These links will send the corresponding information to the email address
associated with that user’s account.
These same steps apply if
your employee or contact is having issues logging into the mobile application.
Please note that for newly created users, their first login should be through the web portal where they can sign the End User License Agreement before logging into the mobile application.
If, for some reason, your employee
or contact is still having issues logging into their account, email firstname.lastname@example.org or call
Troubleshooting Login Problems
If your employee or contact cannot login to CleanTelligent in a web browser or the mobile app, there are a few things you can check and correct as an administrator.
User Access Status
Open the Employee or Contact record.
If the Status in the User Information box is set to Inactive, click Edit directly above the box.
Using the drop-down list in the Status field, select Active.
Save the change to return to the Employee or Contact Record.
Active Employee users do cost money! If your agreement is newer, you will see a Billing box next to the User Information box. Please make sure you are authorized to activate an Employee user.
When activating a new user, the email address from the employee or contact record is automatically entered as the Username. If there were any spelling errors when the email address was entered, those errors will carry over into the new username. Spelling errors in the email address should be corrected separately in both the Main Information and the User Information.
Forgotten Username or Password
Open the Employee or Contact record.
Next to the Edit button above the User Information box, there are two buttons: Email Username to User and Email Password Reset Link to User.
Click Email Username to User if your employee or contact cannot remember their Username.
Click Email Password Reset Link to User if your employee or contact cannot remember their password.
Remember that BOTH the username and password field are case sensitive. When logging in on the web or in the mobile app, double check that the username matches what is given in the email and that your password is carefully entered.
It's possible to get an error message immediately after logging in.
When one sees this error, it's not a problem with logging in, but an error with the permissions given to the user. This happens when a new user, both employee and contact, is activated before they are given Module Permissions. Module permissions are given during the activation step of creating a new user, if missed, a user is activated and can login, but they won't be able to access anything. Correct this by clicking Edit next to the User Information box in their record.
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