Possible queries:
I am not able to log in
Resolution path:
- Validate the account URL for which they are trying to log in and if they are logging in as agent or customer.
- If it is an agent, verify if the agent email for which this is being tried is present in the account as an agent. Navigate to the accounts page in DevOps > Click on Agents button > Verify if the email is present (look for any spelling errors). If the email is incorrect or not present, this can be informed to the user and they can have this checked with their Account Admin.
- If an agent is facing this error, kindly check if they are using the option "Are you an agent? - Login here" option.
- If the email is present as an occasional agent then please check if there are sufficient day passess available for them to login to the account. To have this checked, navigate to accounts page in DevOps > Click on Agents button > look for the occasional value as true for the agent's email address.
- To identify if this is a browser specific issue, you can suggest the user to clear cache cookies or login via an incognito window.
- If that does not help, they can trigger a password reset email and set the password for login.
- If it is as a customer, kindly ensure to login via "Are you a customer? - Login here?"
- If it is a customer logging in to the customer portal, you can suggest the end user to trigger a password reset email from the customer portal. Navigate to the customer portal's login page > click on "Forgot your password?" > enter the email > Click on Reset my password.
