Login and Access Problems

Staff cannot sign in

Check the Staff email/login identifier, password and account Status.

Inactive Employee

An inactive Staff account cannot use normal Employee access.

Employee cannot see a module

Confirm:

1. the module is enabled globally
2. the Employee has the relevant permission
3. the module is not Administrator-only
4. record scope allows the requested record

Customer cannot sign in

Confirm the customer has Customer Portal access/status and the correct portal password.

Customer sees wrong information

Treat this as a security issue. Verify Customer Portal scoping and do not work around it by giving the customer an Employee account.

Administrator after license suspension

Administrator access intentionally remains available when the main Desk license is Suspended/Revoked so the owner can resolve licensing.