Why can't log in?
Use a process of elimination to identify the reason the customer cannot log in.
- What does their error message say exactly?
- Does the user have an active account?
- Have they tried resetting their password?
- Are there 2 contacts with the same email address?
- Is there some other issue?
A. Check if the customer has an active account on the website.
1. Using the customer’s email address, search for the customer in Salesforce.
2. Go to the Contact screen.
3. Check the Web Account Status field.
- If the web account status is inactive, instruct the customer to create an account on the website by selecting ‘Sign Up’ on the top right-hand corner of the website.
- If the web account status is active, go to the step B).
B. Has the customer entered their password correctly?
1. Ask the customer to use the "Forgot my Password" feature on the website so that they can self service their password reset.
2. If the customer’s password was entered correctly, contact the Salesforce helpdesk and escalate the investigation.