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What to do when a newly created user cannot log in to SuperOffice CRM?

Updated on 1 Dec 2021

I have created a new user in SuperOffice CRM, but it cannot log in. Why does it happen and how do I fix it?

There are some known reasons why newly created user can not log in. The solutions depend on the type of SuperOffice CRM that is used:

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A newly created user cannot log in to SuperOffice Online

There are two common situations when a new user cannot log in:

1. When a new user was created without an e-mail address, the user name is not an e-mail address or the e-mail address that has been used is not valid. Please follow the steps below to confirm that the e-mail address is correctly filled in:

  1. Log in to Settings & Maintenance.
     
  2. Click on Users (1) and in the list of users select the user, which cannot log in (2).


     
  3. Please make sure that the user has a valid e-mail address filled in because this e-mail address will receive an activation e-mail.

2. When the new user's account is not activated. Please make sure that the user has received the activation e-mail, that the activation link has been pressed within 48 hours.

Note! Please make sure that the user has followed instructions on how to log in to SuperOffice CRM, please refer to this article for more information.

 

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A newly created user cannot log in to SuperOffice Onsite

The most common situation when a new user cannot log in is when a SuperOffice licence is properly assigned during the creation process.

If you use SuperOffice 9, please confirm that the user has a licence (1) assigned and Can log in (2) toggle is enabled. If that was in place already, please try to remove the licence, Save (3) the user. Then give a licence and toggle login again.

If you use SuperOffice 8, please follow the steps below:

  1. Begin by removing a licence. Click on the user (1) which cannot log in, deselect Active user (2), and clicking on the Save button (3).


     
  2. Then, again assign the licence. Make sure that the same user is selected (1), then add a tick next to Active user (2), select the user license from the right side list (3), and click Save (4).



    Note! If a new user still cannot log in, you can try to update the SuperOffice CRM license, by following the steps in this FAQ.

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