If the user cannot log into Cureatr
- Ask if they have already been using Cureatr.
- Check if they have been provisioned with an account via the Cureatr Admin Panel.
If the User does not have an account, they need to open a ticket with Support to have their account provisioned.
- If user is at an SSO institution, user must go through the organizations internal process to have an account created.
If the user has an account, but has never logged in before, resend the activation link:
- Navigate to the user’s profile screen
- Click Send activation email
If the user’s password is not being accepted, ensure they are using the correct password.
- All passwords are case sensitive.
- If the user’s password is not working please either:
- Send Password Reset Link from the User’s Profile Screen in Cureatr’s Admin Portal
- Ask the user to reset their own password on the Cureatr homepage.
- Click Forgot Password?
- Click Send Reset Email
- The user will be sent a magic link via email.
- Click the magic link
- You will be prompted to set and confirm a new password.
- Click Change Password
- Once changed, click go to log in or go to app
- Enter in your new password and click Log In
- Follow the organization’s Internal process to reset passwords and then Login to Cureatr (SSO institutions).
Ask user about Wi-Fi network connectivity.
- If they are not on an approved Wi-Fi network, please check the Wi-Fi connectivity.
- Turn off Wi-Fi
- Can user log in?
- If No
- Check if user is connected to a Wi-Fi Network that requires “Acceptance of Terms and Conditions”
- Note: there should be no issues with home networks.