How to Fix Login Problems on RedBack
There might be times that you or your website users will encounter problems logging in. This guide will help you solve them.
BTW assigning an order to a user while using the system as an admin user (eg in the one-page-checkout) has no effect on the user account, and doesn't need a password
If you are facing login issues:
1: As a rule of thumb please check if the caps lock key is on; by default it should be off. Also, if you are in the habit of using the num pad to feed in numbers please check that the num lock should be on.
2: If Step 1 is not the issue and you are the admin and are unable to log in using your admin user name / E-mail and password at this point you should open a ticket and contact Adeo support. Please mention your login username / email and the website you are facing the problem on.
If your customer/website user is facing login issues:
There are three main reasons for a customer/user not being able to login to the website.
3. It could be that they have locked themselves out by entering the wrong password ten times or more.
4: Another reason for not being able to login could be that they have never set up a full account before and probably used the quick check out feature. (one-page-checkout only)
Solution: Please refer to point 7.
5: The customer/user is trying to use the quick checkout option, but has a 'full' account – they are registered with the website and have an active login with associated password. (one-page-checkout only)
Solution: Please refer to point 8.
6: There are two things you can do:
6a: Sending The Password Reset Email - Confirm if they have set up a new password by clicking on forgot password link. If they are uncertain of how to do that you can send them the link by following the steps below:
6a Step 1: Access the admin login page by adding /admin to your website address in your browser for example www.yourwebsite.com/admin it will give you a screen similar to the one below:
6a Step 2: Enter in your admin username or email address and your password to login to your admin dashboard similar to the image below. (dashboards may vary slightly according to customisations).
6a Step 3: From the dashboard go to Tools -> Accounts -> Users as shown in the image below:
6a Step 4: From the user screen find and select the user to whom you wish to send the password reset email. You can select the user by pressing on the pen icon on the corresponding left-hand side. Example of a user being selected from the user screen shown below:
6a Step 5: After selecting the desired user it will open up the user profile screen please select system tab circled in red in the example below:
6a Step 6: Clicking on the System tab will open up the User Profile System screen similar to the image below. From there you can press on “Send Password Reset Email” button (highlighted below) it will send the password reset email to the registered email of the customer.
6a Step 7: Another thing is to reset the failed attempts at the bottom of the page to 0 (zero). It will make it easier for the user/customer to login again after changing their password. By default the counter resets to 0 after a successful login but causes additional checks after a password change if not set to 0.
6b: Resetting the Password Yourself
In case you wish to reset the password yourself for the customer/user you can do so by following steps – from 6a Step 1 to 6a Step 5.
6b Step 1: Once at the User Profile System Screen enter in the new password for the customer (red area in the image below).
6b Step 3: Send an email to the customer informing them of their username / email address and password. As good practice tell them to change their password immediately after receiving it.
7: In this case you can ask them if they have registered themselves on the website and if required further verify it by following following the steps listed below by
7 Step 1: Access the admin login page by adding /admin to your website address in your browser for example www.yourwebsite.com/admin it will give you a screen similar to the one below:
7 Step 2: Enter in your admin username or email address and your password to login to your admin dashboard similar to the image below. (dashboards may vary slightly according to customisations).
7 Step 3: From the dashboard go to Tools -> Accounts -> Users as shown in the image below:
7 Step 4: From the user screen find the user by their email address and select them by clicking the pen icon on the far left to access the User Profile Page. Example of a user being selected from the user screen shown below:
7 Step 5: After selecting the desired user it will open up the user profile screen please select system tab circled in red in the example below:
7 Step 6: Clicking on the tab will open up the User Profile System screen similar to the image below. From there you can check if the live button is checked or not, if it is not checked then you know for sure that your customer did not register a full account and has used the quick check out.
7 Step 7: Do not check the box as there is no password for this account. Inform them of the reason and ask the customer/user to register an account.
8: In this case ask the customer to login to their account and proceed with the checkout.
- If they are unable to login guide them to use the forgot password feature
- If they are unsure of that, then you can use the solutions mentioned in Point 6.
- You can also use the solution in Point 7 to verify if they have a complete registered account on your website, at the end of Point 7 you just need to check if the live/status button is checked that shows they are fully registered.