“I can’t log in” is probably the most common message a church administrator receives. The good news: every version of the problem has a quick fix, and nobody ever needs to know anyone’s password.
Working through the fixes
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First, let them try self-service: the login box has a reset password link that emails them immediately. Two things catch people out: passwords are case-sensitive (check Caps Lock), and the reset email sometimes lands in junk, so ask them to check there and add your site’s email address to their safe senders.
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To reset it for them, open their record in the web office (the quick find is fastest) and use the task to ‘Reset this person’s password’. They’re emailed a link to choose their own new password.
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If they’ve never had a login, open their record and use the task to ‘Enable website login access for this person’, set their membership and involvement in the pop-up, and approve it. They’re emailed their login details; if there’s no email address on the record, the details appear on screen for you to pass on.
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For lots of people at once, the Members tab has a task to ‘Send login details to unused accounts’, which covers both people who’ve never had a login and anyone who hasn’t logged in within the last year.
Good to know
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You can’t choose or see anyone’s password, and neither can we; people always set their own via an emailed link. That’s by design, and it’s worth telling anxious callers so.
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Resetting someone’s password needs the Edit Members Details permission, and you can only reset for people with lower permissions than your own; the Permissions guides explain the permission levels.
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Login access can also be switched on at the moment you create the record, which saves the follow-up.
Still stuck? We’re real people.
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