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
using a password manager that is saving the incorrect details
not having an account
Always check that the email address you have in Collums is correct (small typos can be difficult to spot).
If they are trying to sign up as an existing customer, check that they are in your system. Check that they aren't trying to use an account that has been archived.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.
Please note, if you are in Collums as a practitioner, you cannot create an online account with the same email.
There are several things that you can do to solve log in problems:
Client not receiving forgot password email
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.
Go to your online booking page and use the forgot password function using their email address.
In Collums, go to their client card>Communications and click on the email that they have been sent.
Click on the link in the email and reset the password.
Now try to log into online booking using the password you have just set. If all is working, you can share the password with your client and encourage them to reset it.
If the above still doesn't work, please contact us via the chat bubble or via support@collums.co