Unable to access account from the app
If the customer has already logged in, but can no longer do so into his account, and he gets the error message: “Invalid User / password”.
This means that there is an error in the username or in the password.
Possible solutions
As a client
The person needs to correct the error in the username or password to access the account.
He can also click on “Forgot password?”. He will then receive an email to change his password.
⚠️ Attention! Emails can be in the SPAM mailbox. |
As a professional
Make sure the email entered is the one linked to the account. You can see which email is associated with the account by going to the client's information.
Make sure the email is in the “main email” section.
Click here to find out more.
TIP
In this example, the client MUST use his username to access the application.
His e-mail address will only be used for communications. (His address is in the secondary location).
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When logging in, you'll need to enter alain_sirois and your password.
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Send a temporary password to your client
You can generate a temporary password for your client.
Go to the customer profile.
Click on “Actions” at the top right of the page.
Click on “Resend invitation”.
Choose: Generate temporary password.***
Copy the password and send it to the customer in the easiest way possible.
⚠️ Make sure the e-mail address displayed is the one the customer uses.
*** The option to send a temporary password is not available if the customer belongs to more than one company. |
Account disabled
This message may be caused by the merger of two accounts.
Possible solution
1- Check if access to the client app has been revoked for this customer.
2- As a professional, contact a Hexpert to reactivate the account.
or
Request that the email be released so that you can create a new account.
Application version
Make sure the customer has the latest version of the mobile application.
Still unable to log in
If, after trying the procedures described above, your customer still says they cannot log in:
Professional: Contact us via the chat bubble.
The customer can write to us directly at [email protected].