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Troubleshooting: Logins, Invites, & Password Resets

Not everything goes according to plan. Plan for this by understanding how to troubleshoot login issues.

Updated over 3 months ago

Troubleshooting for ACTIVE Admin users

If you need to reset a password for an Admin user (someone in your organization who logs in via admin.hatz.ai) then follow these steps:

  1. Log into admin.hatz.ai

  2. Go to Settings > Users and Roles

  3. Click the three dots next to their status.

  4. Select "Reset Password"

The user will then receive an email with instructions to reset their password for admin.hatz.ai

Troubleshooting for INACTIVE Admin users

If you have sent an invite to someone from your organization to grant them Admin access, but they didn't receive it / it expired / something else and you need to resend it, follow these steps:

  1. Log into admin.hatz.ai

  2. Go to Settings > Users and Roles

  3. Click the three dots next to their status.

  4. Select "Resend Invite"

The user will then receive an email with instructions to set up their login for admin.hatz.ai

Troubleshooting for ACTIVE Customer users

If you need to reset a password for a customer / tenant user (someone who does NOT log in via admin.hatz.ai, but who DOES log in via your subdomain) then follow these steps:

  1. Log into admin.hatz.ai

  2. Go to Tenants > Click on the tenant where the user sits

  3. Click the three dots next to their status.

  4. Select "Resend Invite"

The user will then receive an email with instructions to reset their password for subdomain.hatz.ai

Troubleshooting for PENDING Customer users

If you have sent an invite to someone from a tenant to grant them access to your subdomain, but they didn't receive it / it expired / something else and you need to resend it, follow these steps:

  1. Log into admin.hatz.ai

  2. Go to Tenants > Click on the tenant where the user sits

  3. Click the three dots next to their status. You have 2 options:

    1. Select "Resend Invite"

      1. The user will then receive an email with instructions to set up their login for your subdomain under the correct tenant

    2. Select "Generate Access Link"

      1. This will give you a URL you can copy and send directly to the invitee, in case the email invite is getting caught in spam

The user will then receive an email with instructions to reset their password for admin.hatz.ai

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