I cannot log in with my user in the back end, what do I do?

I cannot log in with my user in the back end, what do I do?

As the End User

You may come across a time where your credentials fails to log you into the platform. The common error message will look like the below image.

There's a few ways to troubleshoot this.
It is also important to note that if you try too many times and fail, your account may be temporarily locked out for a period of time.

1. Ensure that your credentials are correct

It shouldn't go without saying that all of the password characters are case sensitive. Ensure you are typing your password correctly, with the same case and structure that you had saved it as. Also ensure that there are no unnecessary spaces in your login as this can affect the validation process (especially if you are just copying and pasting).

2. Reset your Password

You can also reset your password, using the Forgot your password feature.



Simply select this on the login screen, then enter the email address you use for your account.


Populate the captcha fields and then select Retrieve Password. An email will be sent to the nominated email address with a reset password link, allowing you to input a new password. Once you set the new password, you will be able to log in with the new password.

3. Confirm with an Administrator / Marketplace Owner

If you have reset your password, and still cannot access the platform, you will need to confirm with the Marketplace Owner (or another administrator if you are the Marketplace Owner) if there is any issue with your account. It could be that your account has been locked out, or that your user is for some reason disabled, or does not have the correct access.

As an Administrator / Marketplace Owner

When assisting another user with their account login, you can check a few areas in the back end to see if their account can actually login.

1. Check if their account is enabled

You can first check that the login name / email address that they are using is actually enabled. Select System > Permissions > All Users.



On the Users page, search for the user by their user name and check if their Status is Active.



2. Check if the User is locked out

Sometimes, a user can fail to log in too many times, that the system will see this as a warning and lock the user out from logging in for some time. Depending how many times they tried and failed, the lock out time can vary from 15 minutes to a few hours. As an administrator, you can check if they have been locked out of the system by navigating to System > Permissions > Locked Users.



You will see a table of users that have users which are temporarily locked out of the system. This is a security feature to prevent brute force entry.



If you find the user here, select the left tick box on the grid, then choose Submit at the top left of the table to unlock the user. This should allow them to log in again (provided their credentials are correct and user is Active).



You can also see the confirmation of the user being unlocked after.

3. Reset their password and try their login.

If the user is not able to log in still, you can change their password to something else, and attempt to log in yourself, with their credentials, in another browser (or in private browsing/incognito mode). This will allow you to confirm if the issue could be the user input. Some users may not be comfortable sharing their password, so it is always good to inform them that you will change their password to see if you can log in (unless they're happy to share the password with you).

To change a user's password, you can navigate back to System > Permissions > All Users > Select User > New Password / Password Confirmation. Here, you can set the new password for this user.



Input your password at the bottom to confirm the password change, and then select Save User on the top right.

4. Escalate to Support

If the user is still unable to log in, you can reach out to Omnyfy Support where the user can be investigated.

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