How to resolve common registration issues?
Common scenarios:
Email already in use (pending invitation):
Delete the pending invite via Users > Invite users > All invitations
Ask the user to register again via the homepage
Invitation not received:
Ask the user to check spam folder
If not found, either:
Delete the invitation and let the user register normally
Or retrieve the invitation token from the invitation export file
and share the invite link:
yourplatformurl.com/invite
Admin/Manager invites:
Let them register as normal users
Grant their role afterward via User options or Project settings
How to resolve verification email not received?
Ask the user to check spam
Ensure
notification@mail-eu.citizenlab.cois not blockedContact support if necessary
How to resolve issues with resetting your password?
Click Forgot password? on the login screen
Enter the email address
Check inbox for reset link (valid for 1 hour)
If not received, check spam or contact support
How to resolve being stuck in a registration loop?
Unverified accounts can’t reset passwords or re-register.
Users who didn’t verify their email can’t reset their password
They also can’t register again with the same email
Admins must contact support to delete the stuck user account
How to resolve issues with a user not being able to access their profile settings?
Unverified users cannot access their account settings. Ask them to verify their email first.