In most cases, when a user is unable to access their account the resolution is pretty simple. Please follow the steps below to help the user get access to their account:
A. If the client user is on a web browser and is not able to log in:
- Make sure the client has already accepted the invitation (their status is active, not pending in the client details tab)
- Make sure the client is trying to log into the correct website https://clienthub.app/#/login (not clienthub.com etc)
- Verify the client is using the correct email address (you can verify from the client details tab)
- If they are showing in the Client Details tab as having accepted invite and are using their correct email address, then it is a password issue. Ask the client to manually type the email address and password vs. copy and paste (often it happens the user copies the info with a leading or trailing blank space that can create issues. If that doesn't work, then have them use the reset password feature
B. If the client user is past the login, but the page will hang (not load the contents):
This is typically caused by old cached information in the browser that is interfering with the latest content from Client Hub.
To confirm this, have the client log in via a new Private/Incognito window - If client needs help opening such a window, see this for Chrome - https://clienthub.reamaze.com/admin/articles/how-to-open-an-incognito-browser-chrome/
- If you can log in via an incognito window, you can continue to use that. If you want to reset the original (non-private) browser window, follow these steps:
- If the page is partly loaded, then try to access the logout (via the "..." next to the name on the bottom left). Log out and log back in
- If that still hangs, then try these steps:
- Hard refresh - https://clienthub.reamaze.com/admin/articles/how-to-do-a-hard-refresh-in-any-browser-to-clear-page-cache/
- Resetting the browser URL: If you are an accountant user, then try loading the welcome page by copying/pasting this into the URL field of the browser: https://clienthub.app/#/practice/welcome, or If you are a client user, try copy/pasting https://clienthub.app/#/client/workspaces/ into the browser URL
- If that also does not work, then you will have to clear the cookies and cache of your browser. Please refer to https://clienthub.reamaze.com/admin/articles/how-to-clear-browsing-history-and-cookies/
If the client is still unable to access their workspace please ask them to connect Client Hub Customer Support
- support@clienthub.app
- Provide the name of their company
- Provide the name of the accounting/bookkeeping firm