When users attempt to login to the website, our login process directs them to their next step in a personalized way. This cuts down on confusion surrounding logins, eliminates the need for instructions, and of course, reduces calls and emails to you - score!

The guide to different login screens will walk you through what users will see in different scenarios, so if there are any questions, you're equipped to point them in the right direction.

Here's how it works:

When users go to your login page, they'll first be asked to simply enter their email address.

From there, the system will look up potential accounts associated with that email address and recognize if the email falls into 1 of 4 categories (see below):

1: They have a login account & have already set a password - they just need to login

In this scenario, the user already has a password and has logged in before. They just need to type in their password and login. Notice that they are also able to reset their password from this screen. Their email address will be displayed under Login.

If the user receives an "Invalid Login Attempt" error, this means they've entered the wrong password. They can click the eyeball icon (top right of the Password field) to see what they're typing.

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2: The email address entered is not associated with any login accounts

In this scenario, the user has entered an email address that is not associated with a user account. 

Please remember 2 things:

  • Having a record in the system does not automatically mean the user has a login (i.e. user account).
  • A record's contact email address does not necessarily equal their login email. Some people could be logging in with a personal email address, but have their contact email as their professional email.

You should be looking at the user's Settings tab on the backend to see if an account has been created for them, and if so, using which email address? Do not look at the user's Details tab for this. Learn more about the difference between Professional Contact Email and User Account Email.

In this scenario, the user is prompted to try a different email, or to create an account for themselves. 

Remember that if they have a record already, the account creation will pickup on their name & company name (or lack of) to connect the login account they're creating with their existing record.

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3: They had a login account created for them by an admin or during data import, but have not yet set a password

In this scenario, the user has a record AND a login account, they just haven't picked out a password yet. This scenario happens after data import when a site launches and users are coming to login for the first time, or if an admin creates a record for a person and creates the user account, but the person hasn't set their password.

They'll be prompted to set a password and login, then they're good to go.

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4: The email address entered is associated with the person's contact email, but their login account email is different

In this scenario, the user has a record AND a login account, but their professional contact email address is different than their login email address. If they reach out to you for assistance, refer to this article for more info: Updating a Person's Email Address: Professional Contact Info vs User Account

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