Here are several common reasons why someone may report trouble logging in and what to do about it. 

Forgotten password

If one of your members reports that they can't log in, this most often indicates that they’ve forgotten their password. They can get a new password by clicking on the “Forgot your password?” link on the sign-in page for your account and entering the email address they signed up with.

Alternately, admins can send a reset link directly to any member. Select "Community" from the main menu. Find the learner who is having trouble accessing his account. Click the vertical ellipses to the right of the individual's name and you'll see the option to "Send password reset link."

This will send a password reset email to the address they used to sign up and they can use the link in their email to reset their password. The link needs to be used within 3 hours, or it will expire. 

Note: Entering extra spaces in either the email or password field is considered a typo and can invalidate the login.

Wrong email address

If the email address they enter into the reset password form isn’t recognized, that usually means they used a different email address or have not created an account yet. 

You can find the email address they used by going to "Community" on the main menu and searching for the user there. Click the vertical ellipses to the right of the individual's name to see the email address they used to sign up. 

Click to email or right-click on the Email button to copy the email address they used to sign up.

If you cannot find an account matching the user's name and/or email, this indicates that they haven’t actually created a login for your account. Encourage them to create a new account rather than trying to sign in with an existing account. 

Typo in the email address

If the email address indicated on the drop down menu is incorrect or contains a typo, contact hello@pathwright.com and we can correct the address in our database. The address needs to be correct or the password reset email will not be received. 

Note: Entering extra spaces in either the email or password field is considered a typo and can invalidate the login.

Not in the right place

Sometimes, the person having trouble is simply coming to the wrong URL. 

If your courses are public, they should go to your Pathwright account and click "Sign in" in the upper right corner to resume a course. 

If they don't have an account yet, they will need to create one when enrolling in a course or subscribing. 

If your courses are private, and they've received a private invite link from your course, the invite link will expire after they have used it once to join the course. To resume the course, they should go directly to your account URL and sign in. 

Find login instructions from the user's perspective here.

Still having problems? 

We're happy to help. Please contact Pathwright support and we'll help resolve the issue. 

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