Admin Guide: Troubleshoot staff login issues

Four checks you can run yourself to get a staff member back into Theralytics, usually in a few minutes.

Work through the steps below in order. Each one rules out a common cause before you move on to the next.

In this article

1. Verify the login URL
2. Confirm the staff member's user details
3. Send a password reset
4. Check spam and junk folders
5. Frequently asked questions

Step 1: Verify the login URL

Every agency has a unique Theralytics web address, so if a staff member uses an outdated bookmark,  or misremembers the URL, they will not reach your account. Your agency's login page follows this format:

https://youragency.theralytics.net/login

To check whether the staff member is reaching your agency's site, review their recent login attempts:

1. Go to Logs > Login/Logout Logs.
2. Enter the staff member's name in Login User, set the From Date and To Date to cover when they tried to log in, then click Filter.
3. Check the Login/Logout Attempt and Login/Logout Date columns for entries around that time.

Step 2: Confirm the staff member's user details

Next, make sure the staff member is entering exactly what's on file. Usernames must match character for character, and the email address on the profile is where reset emails are sent.

1. Go to Manage Users > User List.
2. Find the staff member and click the Edit icon (pencil) in their row.
3. On the User Info screen, check the User Name and Email fields.

Compare what's on file with what the staff member is typing. Watch for:

• Username mix-ups. Staff sometimes enter their email address or full name instead of their username.
• Small typos. Extra spaces, swapped letters, or a missing number or period.
• An outdated email address. If the email on file is old or misspelled, the reset email in Step 3 will go to the wrong inbox. Update it first (see the FAQ for how email changes work).

Step 3: Send a password reset

Once you've confirmed the username and email address, you can start a password reset for the staff member. The reset link goes to the email address on their profile, so they stay in control of choosing their new password.

1. Open your agency's login page (the same URL from Step 1).
2. Click Forgot Password?
3. In User name, enter the staff member's username exactly as it appears on their User Info screen. Don't enter their email address or your own username.
4. Click Submit. When the request goes through, you'll see: "Reset password email sent to user."
5. Let the staff member know a reset email is on its way, and ask them to follow the link to create a new password.

Step 4: Check spam and junk folders

Reset emails are sent automatically, and some email providers filter them out of the main inbox. If the staff member doesn't see the email after a few minutes, ask them to:

• Check their spam or junk folder, plus any other tabs or filtered folders their email uses (such as Promotions or Updates).
• Search their mailbox for "Theralytics".
• Mark the message as Not spam so future Theralytics emails reach their inbox.

If the email still hasn't arrived, go back to Step 2 and confirm the email address on their profile is correct before sending another reset.

Frequently asked questions

Why can't I update a staff member's email address without them having to verify it?

For security, Theralytics asks the staff member to confirm any change to their email address. The email address is where password resets are sent, so changing it without confirmation could let someone take over an account.

The permission that skips this step, Allow Editing User Emails without Confirmation, is turned off by default. If your role doesn't have it, any email change goes through standard verification:

1. On the staff member's User Info screen, click Change Email Address.
2. Enter the new address in New Email Address and click Send Verification Email. You don't need to click Save afterward.
3. Theralytics emails the staff member's current address. They click the confirmation link within 24 hours to complete the change, and a confirmation is then sent to the new address.

What if the staff member can't access the email address on file?

Because the verification email goes to the current address, it can't be confirmed if that inbox is closed or out of date. If you have access to Masters > Role Permission, you can turn on the permission for your own role and update the address directly:

1. Go to Masters > Role Permission.
2. In Select Role, choose your own role.
3. Under Manage Users, turn on Allow Editing User Emails without Confirmation, then click Submit.
4. Refresh the page. Your new permission takes effect after refreshing.
5. Open the staff member's User Info screen. The Email field is now editable and the Change Email Address button no longer appears.
6. Enter the new email address and click Save. The change takes effect right away, and no verification email is sent.

If you don't have access to Role Permission, ask your agency's account owner to make the change, or contact Theralytics Support.

I've completed all four steps and they still can't log in. What next?

Contact Theralytics Support. To help us resolve it quickly, include:

• Your agency name and login URL
• The staff member's username (never their password)
• The approximate date and time of their last login attempt
• Any error message they see, ideally as a screenshot
• Which steps in this guide you've already tried

Menu names and screens may vary slightly depending on your agency's configuration and role permissions.