ManualHow-to guidesTroubleshooting
Find out why someone cannot sign in
If an organizer or colleague cannot get into the admin panel, find the cause and fix it.
Prerequisites
- Account type Admin; for admin accounts, super admin.
- You have verified that the request comes from the person themselves, e.g. by calling back on a number already stored in the account, or by a reply from the stored email address.
Steps
- Check the address the person opens. The admin panel is at the address of the instance followed by
/admin, e.g.https://beispiel.fepli.eu/admin, or at a separate admin domain (Interface: Address). - Under Accounts, check whether the account exists. If it is missing, create it with New account, see Accounts.
- Check the account type. Participant accounts cannot sign in to the admin panel.
- Check whether the account is marked with the red dot disabled. If the account is blocked, unblock it.
- Check whether the account is marked with the orange dot unsubscribed from emails. To an unsubscribed address fepli only sends emails that lead into the account, e.g. the sign-in link. Where mail leaves through Brevo, Brevo holds these back as well. If the person wants it, unblock the address.
- Send the person a sign-in link.
Result
The person signs in with the sign-in link and can then set up a passkey.
If it does not work
| Problem | Remedy |
|---|---|
| After several failed attempts, the person cannot get in. | Signing in is throttled for a few minutes. Send the person a sign-in link. |
| There is no sign-in link for an admin account. | By default, fepli does not allow sign-in links for admins. If the account has a password, the person signs in with it or selects Forgot? on the sign-in page. As a super admin, you can also send them a password link: Send a password link to an account. Afterwards, they set up a new passkey. A link delivered to the person earlier no longer opens an admin account that has signed in before. The sign-in page then shows the message “For security reasons, admin accounts can’t sign in with a sign-in link. Please sign in with your passkey or password.” |
| An organizer requested a sign-in link on the website and received none. | On the website, only participant accounts receive a sign-in link. The organizer receives the email “Sign in to the admin panel” with the address of the admin panel’s sign-in page. There they select Sign-in link by email. |
| The link from an invitation or a sign-in link leads to a page that does not exist. | If the admin panel has since moved to a separate domain, links from before the move no longer work. Send the invitation again or a new sign-in link. |
| The person has a new email address. | Enter the address; the person confirms it through the link that fepli sends to the new address: Change an account's email address. Until then, fepli sends sign-in links to the previous address. |