Whenever a user is unable to login, especially after a password reset, it is usually one of the following reasons.
Incorrect credentials
It is possible the user is typing in their username and/or password wrong.
⚠️ Important: Usernames and passwords are case-sensitive.
Blank space
Another common mistake is copy and pasting a password from an email without realising that a blank space has also been copied.
Outdated password manager data
If the user's password manager has not been updated with the new password, this will interfer with the new login.
It is important to keep the browser's password manager up to date to avoid log in issues.
Incorrect system
The user may not be logging into the correct system. Please ensure they are logging into your organisation's Assemble site or the Assemble mobile app.
Account inactive or on hold
If the user's account is marked as inactive or on hold, their access will be suspended and they will not be allowed to log in to Assemble.
📌 Note: It is impossible to have one user able to log in to Assemble and not someone else. The way the system works is that either everyone can log in, or no one can log in.
In the majority of cases, a user being unable to log in points to entering the wrong username and/or password, if issues persist for the user you may be able to further assist by generating a new password for them from their user record.