Now that you have a better understanding of the problem, you need to verify the basic information of the user:
What to ask?
- What URL are you trying to log in to?
- What is your role in the system?
- What email are you using to login?
What URL are you trying to log in to?
When your portal was set up, it had a unique URL that all your users needed. Normally, this link has your company name or portal name [www.customename.futurevault.com]. Please confirm that the user is in the correct place.
What is your role in the system?
If you already know the person's role, you can skip this question.
If you don't know, ask them whether they are the owner of the vault, a co-owner or 3rd party accessing someone else's vaults.
What email are you using to log in?
Depending on their roles, you can search for them in the system:
VaultHolder (Client):
If the user is the vault owner, go to your Client list tab and confirm that the email the user is using matches the one registered in the system. For Co-owners, go to the Co-owner tab
- Click on the Email header.
- Add the email.
- Click enter.
Administrative user (Admin or Rep):
If the user is part of your organization, another admin or representative, you will need to go to the Users tab and search for the email address used to set up their account.
Trusted Collaborator:
If they are a regular collaborator, 3er party accesing a vault, go to the contact tab and search for the email under the Collaborator List. If they are a Global Collaborator, go to your user list.