How do Clients get access to Their Account?

Modified on Wed, 23 Aug 2023 at 12:13 PM

My Client Can’t Access Their Account, How do I Get Them Access?

Whether you have just started using fitDEGREE or you are a long term customer, there is always potential for a client not being able to access their account. The client could simply forget their password, or have never logged in before. Either way, we want you to be prepared to help your client regain access to their account. Below are the steps that you should take so that a client can regain access to their account.

Client has never logged in before and account had been created prior to launch

If a client has never logged in before there are two solutions.

Simply have the client enter the application, click Create an Account and continue with this flow. Once their account has been created then they will be prompted to merge their account with the one that already exists in your fitSpot.
Resend Welcome Email. If you enter a client account and on the right hand side, under their name, it has a button that looks like a phone and reads “Resend Welcome Email” this means that the client has never logged into the application before. If you click this button and then select their email you will send them an email which will provide them the ability to create their login from that email.
Send password reset email. If the client has created their account and cannot remember their password, you can sent them a password reset email. Clients can also trigger this email for themselves using the "forgot password?" button on the log in screen of the application. This email is active for 1 hour after being sent.

Client has never logged in before and account was created from the admin page

If a client has never logged in before there are two solutions.

When the account is created on admin then they will be sent an email with the ability set up their app account by clicking on the "create your login" button in this email.
Simply have the client enter the application, click Create an Account and continue with this flow. Once their account has been created then they will be prompted to merge their account with the one that already exists in your fitSpot.

Client forgot their password and cannot access their account

If a client has lost access to their account they can enter the application, click login, then “forgot password.” From here, the client will be prompted to enter their email address and will receive an email with a password so that they can log into their account and reset their account details.

At any point if clients fail to remember their username, just inform them that their email account and password will also work as login credentials to the application.

Check out these related articles for videos:

Logging into an account made from the admin page:

Admin Account Login Flow

Logging into an account from the application:

Logging into an Account