Unable to access the platform despite correct credentials

💻 Environment/Context

• User
• Login
• Credentials
• No access to platform
• Account issues
• “Can't find email”

❓ Issue/Question

• This user can't login. When resetting the password, it says can't find email
• Can you please reset the account for this user? She cannot access the platform.

👌 Resolution/Answer

• Ask the user to try using the incognito mode of the browser
• If that doesn't resolve the issue, the quickest way to resolve the issue is to follow the steps below (Note: To do these steps, your account type needs to have the Users >Can create users and Can delete users permissions enabled. If these permissions are not yet enabled for your account, please reach out to your platform admin):
  • Delete the account
  • Create a new account with the same account type and information
  • Generate the sign-up link to share with the user

• Please ask the user to sign up using an incognito browser window to avoid any cache-related conflicts
• If this resolves the issue, have them clear the browser cache, which should fully resolve the issue

🔖 Notes 

• How to create new users via a Sign-up Link?