Logins and password resets

Three kinds of people sign in to three different places. Sending someone to the right door solves most "cannot log in" messages.

You, the owner sign in at your app domain with your owner account. Password reset is on the login page.

Your clients sign in at the same app domain with their client accounts. Their reset flow is on the same login page and arrives from your branded sender.

Your clients' members sign in on the client's own domain, in the member area. Their password reset lives there and carries the client's branding. Members are not clients: their accounts exist on the client's site, so a member emailing you about a login belongs with your client.

Checklist for a stuck login

1. Confirm which of the three they are, and which URL they are on. The majority of stuck logins are the right password on the wrong door.
2. Have them use the reset link and check spam for the email.
3. Clients in read-only state can still sign in; if they say they are locked out entirely, check their status on your Clients page.
4. Still stuck: contact support with the email address and the URL they are trying.