If someone is having trouble logging in:

1.  You can avoid the most common login issues by providing your team with their account info in an email message that includes a link to your event site and their login and password in writing.  Ask them to use the link provided in the email and to cut and paste the login and password provided - this will rule out the most common login issues:  You or they mistypeed, typed from what they herd ("Furstnam Bob Bee"), missppelled, fell prey torch autocorrect, or had ALL CAPS ON AND DID NOT SEE IT.  (Human error/mistyping is reponsible for 99% of login failures.)

Sample of email to send to minimize errors:

Subject: Thanks for Your Help

You have been given a volunteer login.

Go to   https://[yourprefix].schoolauction.net/[yourevent]/login

Login: [e-mail]

Password: changeme

2. Verify that they have a User account that was set up with a login, password and Role.  

- Sometimes people see the login link and assume they already have an account when they do not.

- Sometimes Admins set up a login and password but no Role so the person signs on but with no access to data pages.

3. Verify they are attempting to log into the correct event site (see above in #1).

-  Make sure it is the even site and not  the account page (my.schoolauction.net).  An Account Admin will automatically transfer to all event sites, but the reverse is not true - Admin Users on event sites do not automatically have access to the account site.

- Make sure it is the correct  event site.  They made have had a link from past events.  You may have been in a hurry when you set up the team.

If you haven't already, send them a link or have them read it to you letter by letter so there is no doubt they are trying the correct address.  Manually type in a new password and test it yourself.

4.  If they reset their password, the system might have chosen a duplicate User record (without volunteer/admin priviliges) to update. The system will look for the first user record that matches the e-mail.  If that is NOT the record with the login and trusted role, it will tell the user they have no role.  They will tell you the system said they were deleted.   Edit the desired user record as needed to provide access. (Most common where user lists were migrated from past events and had duplicate emails.)

5. Is the browser they are using "helping" them by adding a "www" into the URL?   The addition of the "www" will cause the login to fail.