Not able to login to the CMS

With the CMS, clients are able to login and make changes to the menu almost instantly however if the client cannot login to the CMS this creates a problem. When clients reach out to you saying that they are not able to login to the CMS, here are a few simple steps that you can take in order to help the clients.

Try logging in on your own:

When a client reaches out to you regarding them not being able to login to the CMS, always try to login on your own to see if there is problem that we need to address. If you are not able to login below are the steps that you can take in order to get the clients CMS back up and running.

Resend the Link:

If the client is not able to login first things first is to resend the client the link to the CMS, after testing it on your own that it works. When sending the client the CMS link, the username is pre-filled out which could be something that could have been incorrect. By resending the link with the proper username, it mitigates the chances of having the username be the problem that is causing the client not being able to login to the CMS. Before sending the link, please ensure that the username that is selected does not have any special characters such as !, $, &, #, etc. as that will create link with the incorrect username.

CMS User Deactivated:

Another reason why the client is not able to login to the CMS is that the user itself is deactivated. This can happen for a multitude of reasons however the most common reason is for security. CMS users automatically deactivate when the system detects a high number of login attempts with the incorrect username or password. When this happens, in the back end we have to go to Management --> CMS Accounts and on the bottom of the screen there is a box that says Active user. Select the username of the client that is having issues with and when the page refreshes underneath the selected username should be a check box. If there is no blue check box and it is just white, click on the checkbox to make the user as active and click on change status at the bottom of the box. Before telling the client that it has been fixed, please try to login on your own and once you are able to login, inform that the issue has been resolved.

Password Reset:

In the event that the client forgot the password and they are not able to login you can reset the password for the client to the default one. In Management --> CMS Accounts, there is a box labeled change password. Select the clients username that they are logging in under and change the password to the default one and click on change password.