Overview
You may encounter situations where your users have trouble logging into Craft. In this article we will discuss the common log in issues your users may face and how to solve them.
Troubleshooting Login Issues
Verify the user has been added to Craft
If one of your users reaches out and states they cannot log into Craft, first, verify the user has been added into the OJL Tracker and that they are using the correct email to sign in. The user will only be able to sign in using the email address the admin added into Craft. Navigate to the people tab and type their name into the search bar. If the user’s name does not surface, you will need add the user to Craft and invite them to log in. Please follow the steps outlined in this article.
Verify the email is correct
If their name does surface, double check the email associated with the account and cross check that this is the same email the user is using to sign in.
Verify the user has been invited
The user may simply need to be invited into Craft. Users must be both added and invited into the OJL Tracker. On the People tab, type your user’s name into the search bar. Then, select their name to enter their profile. On the right hand side you will see a Resend Invite button. Click this button to invite your user. If you find you need to invite a bulk amount of users, please follow the steps outlined in this article.
Encourage the user to reset password
In some cases, users may not receive the original invitation email but are still able to receive a password reset email. Encourage your user to attempt to reset their password on the Craft Homepage by selecting the Reset Password option.
Encourage the user to contact their IT department
Some institutions may filter or block emails from Craft. If the user does not receive the re-sent invitation or password reset email, ask them to contact their institution’s IT department and request that emails from no-reply@authenticate.craftedu.com are allowlisted.
Monitor Users Never Signed In Report
We recommend checking the Users Never Signed In Report regularly and reaching out to users who have not logged in to ensure the correct email has been added to Craft. You can find this report by navigating to Reports on the left hand side bar, then selecting Users Never Signed In.
Conclusion
If your log in concern does not match any of the scenarios above, please reach out to us at support@crafeducation.com and we would be happy to assist you.
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