We will explain the steps to find out why one of your members cannot connect to their profile.

A member may have difficulty logging in, here are the steps to follow:

The first step of verifications to be done:

  • Is your member using the correct email?
  • Are there any errors in the email entered? whether it's on their side or yours.
  • Has your member entered the wrong password?
  • Does it use uppercase instead of lowercase?

Try to log in with the member's profile by changing their password.

Member management - Select or search for the member - General - Password

Then copy their email and go try to connect by pasting the email and password you changed. If you manage to log in, you know that it is the member who had not done all his checks. Tell your member to reset their password so that they can log into their FLiiP profile.