This article goes into detail about the various errors or problems that you, your employees, or your colleagues may encounter when trying to log into the platform. It also provides instructions on how to go about resetting your password, in case you ever forget it.
Login Errors
Incorrect Username or Password
Incorrect Username or Password
This error will appear if either:
- The username that was used does not exist, or
- The password that was supplied did not match the username that was used.
If you are faced with this issue, it would be best to use the Forgot Password functionality (see Forgot Password section of this article below). This will send you an email that contains your username, and a new password.
Inactive or Deleted Account
Your account has become inactive, please contact your manager to have it reinstated.
Your account has been deleted from this system, please contact your manager.
This error will appear if your account is inactive or deleted.
If it is inactive, a Manager that has access to your account will need to edit your account through the Accounts tool, and make it active again.
If it has been deleted and you require access to it, your account must be retrieved from the archive. Your manager must contact the platform administrator, and World Manager support will retrieve the account.
Inactive Password
Your account has become inactive, please contact your manager to have your password reset.
This error will appear if your password is inactive.
If your password is inactive, a Manager that has access to your account will need to edit your account through the Accounts tool, and update the password.
Forgot Password
The platform provides functionality for resetting your password. To undergo this process, you will need:
- The username or email registered against the account, and
- Access to the inbox of the registered email.
The process is begun by clicking on the Forgotten Password? button on the Login page.
This will reveal a screen that contains two text input fields, and a Cancel and Submit button. The first text input field is where you will need to enter either your username, or the email address registered against your account.
The second text input field is for a Captcha. This is used to prevent bots or other malicious automated agents from attempting to repeatedly submit the Forgotten Password form, which could affect the platform's performance and accessibility.
Simply prove that you are human by reading and entering the four letter text that is displayed above it. If you find the text to be too distorted, you may press the blue Refresh button to its right, which will provide another Captcha text.
Once this information is provided, press the Submit button and a Reset Password Email will be sent to the registered email address. The email will provide details similar to those shown below.
Before actually using the newly provided password, you must follow the password activation link that is provided. Doing so will both, activate your new password, and take you to the login page.
Forgot Password Issues
Your account does not have an email address, please contact your manager to reset your Password.
You will receive the above error if an email address was never listed against the account. If this is the case, the process cannot proceed, and you will need to contact your Manager for further help with resetting your password.
Your Password could not be reset because your account has been deactivated or become inactive. Please contact your manager.
You will receive the above error if your account is either inactive or deleted. If this is the case, you will need to contact your Manager, you will then be able to either activate your account, or contact the platform administrators in regards to retrieving it from the deletion archive.
Could not reset Password, please contact your manager to reset your Password
The above error is most often caused by the deactivation of the Forgot Password email template (found under System Email Templates in System Configuration). Deactivating that email template effectively disables the Forgot Password functionality. An administrator must reactivate that template for the issue to be relieved.
This Password activation link has expired
You will receive the above error if you use an activation link that had been used previously. Simply submit the Forgot Password form again and use the new activation link to continue.