Help A Client Login
The following article outlines some tips for assisting clients who are experiencing difficulties logging into their Oncord Dashboard.
Important! Take care, security is a concern here.
1. If someone is asking for an admin invite, always ensure that it's a legitimate request by contacting the company to confirm.
2. You should never know a user's password, and you should avoid sending an email containing a password. It's best to ask the client to set / reset their password.
Need to Add a New Administrator?
Follow the instructions in our Learning Centre.
Firstly: Ask The Client to Reset Their Password
You can check the email address they are using with their admin account by visiting logging into their Dashboard, and visiting Settings > Administrators.
After confirming their email address is correct, e-mail the client to ask them to reset their password:
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Hi Alex,
You can login to your Oncord Dashboard via www.thewebsite.com/admin
There's a "Lost Password" link on the login form that will allow you to reset your password.
The email address associated with your admin login appears to be XXX@email.com.
If the password reset email doesn't arrive in your inbox, double-check your spam / junk folder.
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Didn't Work? Manually Set Their Password
If the above didn't work and the user is still having issues with login, you can set a temporary password manually:
- Go to Dashboard > Settings > Administrators. Check their email address is correct.
- Edit the contact associated with their admin profile, and change their password. Tick the option "Request change of password on next log in".
Then, e-mail the client their new password:
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Hi Alex,
I just set your password to XXXXXX.
Can you please login now using the updated password.
You'll be prompted to set a new password.
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Still Not Working?
Ask the client to contact Oncord Support.