Website Integration: Public Profile Log-In Help (Pages and WordPress Plugins)

Website Integration: Public Profile Log-In Help (Pages and WordPress Plugins)

1. To provide assistance to public profile users, you can visit the public pages log. From the Left Hand Main Menu, select Website Integrations, then click Activity and Email Log on the sub menu.

   

2. On the Activity Log, you can see a list of all activity that has taken place via you pages/public profiles.

   

3. You can filter this information by date, contact name, and action type.

   

   

4. Click the magnifying glass next to any transaction to see more details.

   

5. On the second tab, Email Log, you can see a list of all emails that have been sent to contacts. This includes password reset notifications, attempts to recover their password, and receipts for transactions.

   

6. You can filter this information by date, action type, name, or email type.

   

7. Click the magnifying glass next to any transaction to see more details.

   

8. If a contact reports an inability to log in, check the log for attempts by filtering the Activity Log (tab #1) by their name or the activity type “login fail” to verify what username the contact was using to log in (most often, the contact is using the wrong username/email address to attempt to log in).

   

9. Next, compare this username used to log in with the user name they signed up with by filtering the Activity Log by activity type Sign Up Successful and/or their name. If you do not find a "sign up successful" entry for the contact, they never created a public profile and need to do that. If the Username is shown as "Google User" or "Facebook User" the person created their public profile with their Google+ or Facebook credentials and those are what they need to use to log in.
   

   

   

10. If a contact reports that they have attempted to reset their password but didn’t get the email or the system is not accepting the new password, check the Email Log (tab #2) by filtering on activity type Changed Password (and/or their name).

    

11. Find the correct log entry and click the magnifying glass next to it.

    

    

12. Attempt to log in to the public profile via your website/the public page using the contact’s credentials displayed in the email; if you are able to log in, then the credentials work and it is an issue of user error (often, contacts will hit “submit” twice for reset password, triggering two resets. They receive the first email, attempt to log in with those credentials, not realizing that a second email with more recent/up to date credentials has been sent). Email the contact their log in credentials and ask them to attempt to log in again.
13. If you cannot find the email with the password reset in the log, then the contact did not submit a password reset request and needs to click on the “forgot password” link to trigger one.
14. If you see a "profile created" entry in the log but attempting to "reset password" does not trigger a password reset email entry in the log and/or if their username is listed as Google User or Facebook User, then the user logged in/created their profile via a social media sign in (e.g. Facebook) and they need to log in using their social media credentials (username and password).
15. If you need further assistance verifying if someone ever signed up for a public profile, in Main Menu:Reports:Default Reports inside NPE, in the public profiles folder, you can run the default report found there to get a list of your contacts who have created a public profile, their username, and if they set up the log in using a social media sign in.