How do I troubleshoot log-in issues for my staff/clients?

Members

1. Click on the Members tab on the left-hand navigation and select the appropriate member. Verify that the email they are trying to log in with is the email that is on file.

2. Check the Portal Access status on this member's profile.

   1. No: Client has not been granted access.

   2. Granted: Client has been given access to the portal, but has not accessed.

   3. Registered: Client has accessed the portal.

3. If the client is reporting that they can log in but are not able to see anything, ensure that they are logging directly into app.noto.nyc/member-portal. Also verify that there is no other profile with the same email. If there are duplicate profiles with the same email, there is risk of the wrong profile being linked.

4. If the client is reporting that they are trying to log in with the verification code but are not receiving it, click the three dots in the top right of the client's profile and select Invite to portal with temp. password. This will allow them to log in without having to use the verification code.

Staff

1. Click on the Staff tab on the left-hand navigation and select the appropriate staff member. Verify that the email they are trying to log in with is the email that is on file.

2. If the staff member is reporting that they are trying to log in with the verification code but are not receiving it, advise them to log in with Google if their account is a Google account. If they are not using a Google account, or if it is a different issue, please reach out to support@withnoto.com.