Use this guide when someone says:
đ âI canât log inâ
đ âIâm not getting emailsâ
đ âIt says no accountâ
Not receiving activation code
Whatâs happening
User isnât receiving the verification email.
What to do
Ask them to check their spam folder
Confirm the email is correct
You can retrieve the code. See the help article below:
Give the user their activation code (using your safety protocols)
đ Code is valid for 24 hours.
Password reset email not arriving
Whatâs happening
User requests reset but receives nothing.
What to check
Check the email on the contact record is correct
Ask the use to check spam filtering
Look to see if there is a duplicate contact
đ Help article:
âNo account foundâ
Whatâs happening
User hasnât activated or is using wrong email.
What to check
Search for the contact record using the email
Confirm the sheepApp status
Ask which email they used
Duplicate contacts causing login issues
Symptoms
Reset emails go nowhere
Membership missing
Login confusion
What to do
Check the duplicates in Metadata
Merge if appropriate
đ Help article:
Activation or reset code expired
Whatâs happening
Code no longer valid.
What to do
Request or retrieve a new code
Logged in but canât see membership or organisation
Whatâs happening
User is logged in but lacks access.
What to check
Membership status
Linked members
Correct contact record
đ Help article:
Corporate email blocking messages
Whatâs happening
Security filters block automated emails.
What to do
Ask user to whitelist sender
Try another email if needed
đ§ Important reminder for admins
Logging in to sheepApp is linked to a person (contact), not an organisation.
An admin contact logs in on behalf of an organisation if needed.
đ¨ When to escalate to sheepCRM support
Escalate if:
Emails consistently not delivering across multiple users
Login errors persist after checks
Suspected system issue