Login issues

[Jennifer]

For some reason, Connect is no longer sending me e-mails containing the code needed to login; this problem only began about two weeks ago. I signed in through the old portal and discovered that my User profile was listed as "Just Created" though it was actually set-up in August. Additionally, the e-mail address was incorrect having dropped the first letter somehow. The system would not allow me to update it so I inactivated that User and created a new one with the e-mail address corrected. This did not solve the problem and I still am not able to access Connect. All our Users were set-up a the same time and no one else is having this issue. I tried to submit a trouble ticket but got no response so am hoping someone in the Forum has some insight as to how to resolve this issue. Thanks, Jennifer.

[CnP.Support]

Good day Jennifer

It is important to note that the Portal User is different from Connect user. If you set up a user in Portal it will not port to the Connect platform. Only admins in your account can set up an account for you in the Connect platform.

What is your Click & Pledge account number?

[Jennifer]

The number is 20940; however, to reiterate I had no issues accessing either side until two weeks ago and nobody here made any changes. I am a System Administrator and should be on both sides.

[CnP.Support]

Good day Jennifer

I reviewed the case and our system shows you as being an admin. We also show that emails are going to you so I suggest you contact your email administrator.



Given this is an open forum we cannot provide details of the posts. Your mail server may be blocking our posts as we see no issues on our end.

[Jennifer]

What would you recommend that I ask my IT person? As of 12/8/16 I was still getting the access code e-mails and nothing has changed on this end since then. However, my User status and e-mail had changed on the Portal side so it would seem like it was an issue created from your system not mine. Can you just send me a code from your e-mail address since that is working? Maybe if I could sign-in, I could tell what the problem is.

[CnP.Support]

Good day Jennifer

If it was our system it affect thousands of clients and believe we would know about it within milliseconds. This is a public forum and we have no way of validating you as a user given the user email address used for this forum for user "Jennifer" is different from the email address used for your Connect user- different ID's and different domains.

The following shows how to whitelist our IP's to ensure delivery of email, in case it is being blocked: http://help.clickandpledge.com/custo...ceipt-delivery

You may want to join the live support to discuss the issue with one of our support engineers. Live support is available Monday - Thursday from 3:00 p.m. to as long as clients have questions. The room will be locked at 3:30 so you need to join before 3:30.

Hope that helps.

[Jennifer]

This article does not help as I am receiving receipts. Once again, it is only the access code e-mails that have stopped coming so I cannot fathom how it could be on our end but since you can offer nothing further I will have to try to contact support at 3.

[CnP.Support]

Good day Jennifer

It is best if you attend the Live Support.

Your user in the forum has an email address with Gmail. Your stated user in your organization has your organization's domain name. This is a public forum and we have no way of identifying you and verifying what you say relative to your account. I hope you appreciate that our policy is to protect your account. Imagine if we provide this information here to anyone that says they are you.

To help with future cases you may want to unify your email address in the forum with what you have in your account.

[Jennifer]

I don't know what you are referring to as I've never used a Gmail address with anything related to work and, in fact, don't even use my Gmail account period. I will contact tech support.

[Jennifer]

So, as advised, I am trying to access tech support but it says the meeting has been locked and makes me leave. I am getting extremely frustrated by the lack of support and would like to get some resolution soon. How can I get into the meeting?

[CnP.Support]

Good day Jennifer

I am not sure I understand by what you mean by lack of support. Our support options are listed here: http://help.clickandpledge.com/custo...ticles/2585029

As for support hour - please see (I beg you to see my post):

You may want to join the live support to discuss the issue with one of our support engineers. Live support is available Monday - Thursday from 3:00 p.m. to as long as clients have questions. The room will be locked at 3:30 so you need to join before 3:30.

The room locks at 3:30 p.m. It is listed everywhere.

We have replied to your request in the forum and the email is in the queue to be responded to. We have live support from 3:00 - 7:00 p.m. on Monday - Thursday but we lock the room at 3:30 p.m. ET. You are trying to join the call after 3:30.

Our records show we have emailed you the information but you are not receiving it. I am not sure what else we can do. Today we had 20 people in live support and the room is currently locked as people are still in the queue. You may join tomorrow.

I have asked our team to retrieve the email logs so we can provide it for you as evidence to show your IT team so they can figure out why your emails are not being delivered.

[Jennifer]

I do appreciate your quick response and I'm sorry that I misunderstood; however, when the live tech support option is only open for a 30 minute window for a nationwide platform and trouble tickets are not answered I consider that a lack of overall support. As I mentioned, I've had no problems with anything other than the access code emails and I've tried on multiple computers using different systems/networks so it isn't localized therefore any logs that you can provide would be helpful.

[CnP.Support]

Good day Jennifer

In https://portal.clickandpledge.com - you may request your password reset and post here when you have reset your password.

[Jennifer]

Why would I reset my password?

[CnP.Support]

Good day Jennifer

These are our free support options. You may want to contact our premiere support which will work with you on a one-on-one basis.

Our free support is complementary and is set up to help our clients and is used by most effectively. If you find these solutions not to your satisfaction please contact our premiere support.

Here is the link: http://help.clickandpledge.com/custo...ticles/2585029