🤔 Why Access Might Seem to Fail
When you grant or update a customer's access, they sometimes report that it hasn't taken effect, even though everything looks correct on your end. This is often not a credentials issue at all.
In most cases, the customer's browser or device is simply showing a cached (old) version of the page. Their access has actually updated, but their screen hasn't caught up.
🧹 How to Fix It
Ask the customer to try the following, in order:
Fully log out of their account, not just close the tab or app.
Log back in with their usual details.
If the issue continues, ask them to clear their browser cache (or try a different browser or device) and log in again.
This usually resolves the apparent access problem straight away.
🔑 If It's Actually a Credentials Issue
If logging out and back in, or clearing the cache, doesn't help, the issue may genuinely be about credentials. In that case, the customer can use the temporary password that was originally shared with them, or reset their password using Forgot your password?.
These password options are for genuine credential problems. They won't help if the real issue is a cached page, so it's worth trying the log out and cache clearing steps first.
If you get stuck, message us from the chat bubble and we will help.