Some clients struggle to create or log into their online booking account. They reset their password but still go around in circles with a message that their log in details are incorrect. This is almost always due to them entering their details incorrectly or using a password manager that is saving the incorrect details.
Always check that the email address you have is correct (small typos can be difficult to spot) and check that they aren't trying to use an account that has been archived. If this is the case, you may want to unarchive the old account and merge it with the new one.
There are several things that you can do to solve log in problems:
Client not receiving forgot password email
Go to Admin>Notifications and ensure that the "Forgot Password" notification is switched on.
Check that the client's email address is correct and does not contain a space at the beginning or end.
Check that they have an online account - go to their Client Card>General>Personal. Their online account status is show below the Notes section.
If they have an online account, you can send a reset password email by clicking on the blue link below their online account status.
New password not working
If your client has reset their password but it still isn't working, you can set a new password and test it yourself.
Change the client's email to one you have access to (don't forget to make a note of their email!)
Send yourself a Reset Password email by clicking on the link in the client card as described above.
Reset the password and try to log in online.
If successful, change the patient's email address back to the original and share the new password with them.
If the above still doesn't work, please contact us via the chat bubble or via support@collums.co