What to do when your team member or clients cannot log in

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This article addresses scenarios when your team members (Partner Center users, Salespeople, Digital Agents) or clients (Business App users) lose access to the platform/business app/products or see error messages while logging in. In such a situation, the user can follow these steps in order to regain access.

  • Click on forgot password and follow the instructions to reset their password

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  • They will receive an email link to reset the password

  • Once they choose a new password, they should be able to log back in

Alternatively, the user can ask you (or a Partner admin) to reset their password. Remember you won’t be able to set passwords for them. You can only send an email that contains a link to reset the password.

To do this, navigate to Partner Center > Administration > My Team > Click the 3 dots next to the desired user > Select 'resend welcome email." 

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To re-send the welcome email to a Business App user, navigate to Partner Center > Businesses > Users > Click the 3 dots next to the desired user > Select "resend welcome email."

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In the unfortunate event, that the user doesn’t have access to the email address they use to log in, you (or a Partner admin) can help them by changing their login email address. To change the email address, you need to create a new user and set permissions to be the same as the old one. The step-by-step process can be found below.

For team members

  1. In Partner Center, go to Partner Center > Administration > My Team

  2. Click on Invite team member

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3. Add details, set the role and send a welcome email 

 

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4. Once the new user is active you can go ahead and delete the old user that lost access to their email address

 

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For Business App users

  1. In Partner Center, go to Businesses > Users

  2. Click on Create user

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3. Add details and check the box to send welcome email. Click 'create user' 

 

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4. Go to the newly created user and click on Edit Permissions to assign the same permissions as the old user that lost access to their email address

 

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5. Next click on Edit Notifications and choose the same settings as the old user that lost access to their email address

 

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6. Once the new user is active you can go ahead and delete the old user that lost access to their email address

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