The user was able to view the login page but can’t access it? Here are the multiple scenarios and their resolution that could help you login.
Scenario 1: User Inactive
Are you seeing the Account not active message ? Please ask your colleague who has access to the Exterro to follow the below steps to activate your account.
To activate the user, please follow the below steps.
Step 1: From the home page, please log in to the settings.
Step 2: In the new window, click on the company details.
Step 3: From the company details section, use the search tab and select the company appropriately.
Step 4: Select the users tab after choosing the company. Select the right user (you may also use the search tab) and verify the user's status. If the user is inactive, activate them by clicking the circle icon below the status section. Please see the image below for a reference.
Scenario 2: User Locked:
Are you seeing that Your account has been locked message? Please ask your colleague who has access to the Exterro to follow the below steps to unlock your account.
Step 1: From the home page, please login to the settings.
Step 2: In the new window, click on the company details.
Step 3: From the company details section, use the search tab and select the company appropriately.
Step 4 : After selecting the company, click on the users tab. Select the appropriate user and check for the unlock button and click on it. Please use the below image for reference.
Scenario 3: Invalid username or password, please try again
We can recommend users to click on the "Forgot Password" link from the login page and provide their username to reset their password so that they may receive an email to reset the password, post that they can login with their username and updated password. Please check the below images for reference.
Step 1 : Click “Forgot Password” and a new dialog box should open.
Step 2: In the new dialog box, please enter the username so that the user will be receiving an email to the registered email address to reset the password.
Step 3 : Using that reset password link, the user can reset the password.