Question
A client is having issues signing in to the Client Web App. Why can’t my client sign in?
Answer
There are three possible reasons why your client may not be able to sign in to the Client Web App. To resolve the issue, follow the instructions below. If the issue persists after completing these steps, please contact WellnessLiving Support.
The client’s account is inactive
The client’s account is inactive
If the client’s account is inactive, by default they won’t appear in your Top Nav Bar searches and they won’t be able to sign in. To check if the client is inactive, follow the steps below:
On the Top Nav Bar, click the Search button
and search for the client, then select their name from the list.
If the client appears in the list, their account is active.
If the client doesn’t appear in the list, click the Search options button
, then set Include deactivated clients to ON.
In the list of clients displayed, click the client’s name.
In the top-right, set Active to ON. The client’s credentials will be activated.
The client’s login credentials are disabled
The client’s login credentials are disabled
If the client’s login credentials are disabled, they won’t be able to sign in. To check if the client’s credentials are disabled, follow the steps below:
On the Top Nav Bar, click the Search button
and search for the client, then select their name from the list.
On the side menu, click Profile Details.
If Enable login account is set to ON, the client’s login credentials are enabled.
If Enable login account is set to OFF, set it to ON. The client’s credentials will be enabled.
The client entered an incorrect email address or password
The client entered an incorrect email address or password
If the client entered an incorrect email address or password, the sign-in attempt won’t be successful. To check if the client entered an incorrect email address or password, follow the steps below:
On the Top Nav Bar, click the Search button
and search for the client, then select their name from the list.
On the side menu, click Profile Details.
Confirm that the client is signing in using the email address entered under Email. If the email address is correct, the client may have entered the wrong password.
Reset the password:
If a client wants to change their password, see Client Web App: Changing or resetting your password.
If a staff member should change the password for the client, see To send a password reset email to a client.