My Customer is Not Able to Log In. What Should I Do?

If your customer is having trouble logging in to your Knorish account, this help article provides a step-by-step guide to troubleshoot and resolve common login issues. It covers various methods to assist your customers effectively and outlines the features available in Knorish to facilitate this process.

Table of contents

• General Troubleshooting Steps
• Knorish Features To Resolve Login Issues
• Reset Customer's Password & Credentials
• Use the Auto-Login Feature

General Troubleshooting Steps

Start by following these steps to address common login issues your customers may experience:

• Reconfirm Login Credentials: A simple typo or forgotten email ID can cause login issues.
• Reset Password: Advise your customer to use the "Forgot Password" link on the login page to reset their password. They will receive an email with instructions to create a new password.
• Clear Browser Cache and Cookies: Suggest that your customer clear their browser’s cache and cookies. This can resolve issues related to outdated or corrupted browser data. Ask them also to try in incognito or private window mode to check if the credentials are working or not. 
• Try a Different Browser or Device: Ask your customer to attempt logging in using a different browser or device to rule out browser-specific issues.
• Check for Service Outages: Verify if there are any ongoing service outages or maintenance updates on the Knorish platform that might be affecting login functionality. Check the status page or announcements for updates.
• Verify Subscription Status: Ensure that your customer’s subscription or account is active and in good standing. An expired or inactive subscription could prevent login access.

Knorish Features To Resolve Login Issues

Knorish offers specific features to help you manage and resolve login issues for your customers. Here’s how to utilize these features:

Reset Customer's Password & Credentials

You can also reset the credentials for the customer from your account directly to aid in a faster login.

• Access your Knorish account dashboard
• Navigate to Users < Search
• Copy and paste the name, phone number, or email ID of the user who is not able to log in.
• Select the correct user and access their details.
• Under Settings, Change the email ID (which serves as their login ID) or the password.
• Share the new login details with the user.

Use the Auto-Login Feature

Depending on the use case, you can also troubleshoot the user's account by autologging into their account via Knorish. Here's how:

• Go to the Users section in your Knorish dashboard.
• Copy and paste the name, phone number, or email ID of the user having login issues.
• Select the appropriate user and access their details.
• Under Settings, select Auto-Login as the user. This will log you out of your account and log you in as the user, allowing you to check if the credentials are working.

By following these troubleshooting steps and utilizing the available features in Knorish, you can effectively assist your customers with login issues and ensure a smooth experience on the platform.

Important Considerations:

• You can learn more about resetting user credentials in detail here: How to access user settings to change the profile name, email, password and phone number?
• Multiple Accounts: If the user has multiple accounts, ensure that you are resetting the password or changing details for the correct account.
• Temporary Issues: Sometimes login issues can be caused by temporary server problems or maintenance. If the problem persists, wait a short while and try again.
• If after trying all of the above, the issue persists, reach out to customer support here.