My colleague cannot access the account I just created or credited: what should I do?

If one of your team members is having trouble logging in after you've just created or credited the account, follow these verification steps in order:

1. Check the account activation 🔓

If it's a new account, make sure the team member has completed the activation of their account.

• When they were added to the platform, an invitation email was sent to them.

• They need to click on the link in this email to choose their password and activate their access.

• Tip: If they can't find the email, ask them to check their junk mail (Spam).

For more information, see: How do I activate my account and use my card?

💡 If you have simply reinstated a team member, they won't need to activate their account. They can reuse their login details. You can go directly to the following points 👇

2. Confirm the login email address 📧

This is the most common error, especially if the account has just been created or credited.

• Check that the email address you entered in the admin interface is the one your team member is using to try to log in. The team member is free to change their login ID later, but for their first login, they must use the email you provided.

3. "Forgotten password" procedure ☝️

If the account is already activated but access is blocked:

• Invite the team member to click on the "Forgotten password?" link on the login page.

• They will receive a reset link by email.

• Note: For security reasons, you cannot set a password for them.