Hi sanity, I've got a bit of an issue with your user management. A client of mine tried to login but forgot his password. He tried to reset it, but never received an email....

Hi sanity, I've got a bit of an issue with your user management. A client of mine tried to login but forgot his password. He tried to reset it, but never received an email. I deleted his association with the project and re-invited him, he got the invitation email and clicked on the link but still couldn't login, with password resets not sending emails. I have no idea how to troubleshoot this situation, or verifying which email address he uses for that account even. I tried to run a test myself: Added another address of mine, got the link, clicked it, was logged in - but then I didn't have an option along the way to set a password and my other address wasn't added as a new team member, but somehow merged with an existing one - not sure.

For what it's worth: the client uses Office 365 and so do I, I got the password reset link but he didn't and I couldn't find any log entries of it being rejected by MS.

Is there a way to see the email addresses associated with a team member..?

Or can you check on your end if a password reset link is being sent to some address that I can give you via DM?

Not sure how you can get the email. Sometimes folks forget that they used the Google or GitHub auth options to login, if that’s a possibility then worth checking.

The client told me he used email and password, and im pretty sure that’s what I set up for him a year ago. Can sanity check if an email address is registered and delete any accounts and associations so we could at least start over?

Can someone from the sanity team please help me out here?

anyone?

Sorry guys but this is extremely frustrating. I have a client that can’t update his website because he cannot login and I can’t do anything about it but for you this is probably in the lowest priority because you are getting swamped with support requests and there’s no regular ticket system for support. This isn’t a code issue that can be solved by understanding the mechanisms, this is a simple user login issue that is no where near my ability to do something about it. sorry to bother you but please can someone please delete or reset an account for me?

Sorry about this, could you DM me the project ID so that we can investigate what might be going on ?

Hi there, we are having a similar issue about user not being able to login with their account, wonder if there's any news on this please? Thx