If a professional is experiencing login issues, there may be several possible causes. Here’s what you can do:
- First, check if their account was created with the correct email address and if the professional is attempting to log in with that email address. Open the professional's account and check the email address under "Details." If the email address needs to be changed, click "Edit."
- Resend the welcome email. The professional can then reset their password. To resend a new welcome email, open the professional's account and go to "Details." This will send the professional an email with a button to set up a password. The button in the email is single-use and valid for 7 days.
- If the email address is correct but the professional is not receiving an email, ask them to check their spam folder.
- Verify that the professional is logging in to the correct platform. Ask for the web address they are trying to log in to and, if necessary, direct them to the correct platform.
It is not possible to log in to the platform within the same browser (for security reasons). Want to have two accounts open at the same time? Please open a different browser.