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 has a unique URL link where all your users need. Normally this link normally 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 role of the user you can skip this question.
If you don't know, ask them if they are the owner of the vault, a Trusted Advisor or manager of some else vaults or if they are an Administrative user.
What email are you using to login?
Depending on their roles you can search for them in the system:
VaultHolder (Client):
if the user is the owner of the vault go to your Client list tab and confirm that the email the user is using is the same register on the system.
- 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 Advisor:
Currently, you don't have access to confirm that this user is using the correct email address. However, you can ask if they are using the same email address where they got the Trusted Advisor invitation, or you can escalate the ticket.