When one of your users is unable to log in, there can be several possible causes. Here are some common reasons along with their corresponding solutions.
User doesn't know or is using the wrong password
If a user is unable to log in because they either don't remember their password or are using the wrong one, they should utilize the 'Forgot password' option on the login portal. As an administrator, you can also send a new invitation to the user through their user profile if necessary.
User logging into the admin portal instead of the user portal
Sometimes users mistakenly attempt to log in to the admin portal (https://yourcompany.rakoo.com/admin/login).
Users should only log in to the user portal, which will have a URL like this: https://yourcompany.rakoo.com/login. You can direct the user to the correct portal.
User is blocked
If a user enters an incorrect password more than 3 times, their account will be blocked. To resolve this, you can unblock the user in their user profile and then send them a new invitation.
User is inactive
If a user is marked as inactive, they won't be able to log in. You can rectify this by activating the user again. To do so, go to the user's profile, slide the toggle for 'Active' to the on position, and save the changes.
User has been deleted and is no longer in Rakoo
If a user has been deleted, you can re-add them to restore their access. Note that when a user is deleted, all their enrollments will also be removed.