Troubleshooting User Access

Issue 1: The user does not see the invite that was sent to them and can therefore not set up a Password.

• If the email address is correct:

  • Have the User navigate trp.recyclist.co and hit the "Forgot Password" button. This will re-send the invite.
    
    

• If the email address is incorrect and needs updating:

  • Update the User to have a role of "Inactive"

  • Re-add the User with the correct email address.

Issue 2: When the User signs in to the Mobile App it takes them to the web version and not the App.

• Ask if the user created their password on a computer or a mobile device

• If they created their password on a mobile device:

  • Have them Log Out of the app on the web version.

  • Clear the web browser cache, which includes the following.

    • clear the saved password for the trp.recyclist.co website

    • clear browsing history

    • clear browsing data
      If you need instructions on how to do this, see this article for Google Chrome and this article for iPhones/Safari.
      

  • Close both the web browser and the App. Don't merely click out of them, but ensure the applications close.

  • Relaunch the App by clicking on the App icon