This article provides paths to resolve login issues and how to reset a user password.
Confirm the user is active in the app
The first step is to confirm the user is active in the app. This can be done by performing a user search. If the user is not found when searching, re-run the search with the Search Disabled Users option enabled.
If the user is disabled in the system, reactivate their account.
To Reactivate a User's Account
- Click on the user's profile from within the search results
- Click on the gear icon at the top of the user’s profile
- Click Reactivate Member
- Click Confirm when prompted
The user should now be able to login.
Reset a User’s Password
Konverse supports multiple methods of authentication. For example, some customers choose to have their users authenticate to an external system such as, Active Directory, Google Workspace or Azure AD.
If your users are authenticating to an external system, you will need to contact the platform that manages that system.
How to Reset a Local Password
Passwords can be reset for users that authenticate with a local password using one of the methods below. We recommend having your email security add alerts@alerts.konverse.com to your global permitted senders list.
- The user can click “Can't access your account?” on the login screen. An email will be sent to the user with a link to reset their password.
- An admin can send the user password reset email. To send a password reset email, open the user’s profile, click on the gear icon, and select Send Password Reset Email.
When looking for the reset email:
- Check the junk mail folder
- Check the spam filter or hold queue
- For any users using Gmail, check the Important and Spam. These folders can be found by expanding the more option on the Gmail menu bar.
- If possible, have the user add alerts@alerts.konverse.com to their safe senders list and resend the password reset email.
If all of the above have failed and the user is still having problems, please contact support@konverse.com. When contacting support please provide the users email address, member ID if possible, and any errors the user is receiving.
