Log in issues - Troubleshooting for Administrators

Attention Roubler User: this article is intended for a Roubler administrator. 

Please ensure you copy the link, send it to your Company's Roubler Administrator and request their assistance to resolve your issue.

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Good day Roubler Administrator

Your Users may get the below error message on their screen when trying to log into Roubler:

"Incorrect Username or password

Possible causes of this issue are:

1. User is using the wrong password
   • You ask them to reset their own password:
     • How to reset your Password
   • Or you can reset their password yourself:
     • How do I reset a User's Password
2. User is using the wrong username
   • How do I check and update an Employee's username
3. User has not started on boarding so they have not set a username or password
   
   • How do I check if The Employee is still onboarding
   • How do I re-Send the Employee's invite email

If you try the above and the user starts to get an other error on their screen, please ask them to click on "Problems logging in? Click here for help" and chat to the chatbot again to help them with the new error.

If this does not fix the issue

Please email [e-mail] with the following information:

• Your name and company.

• The affected user’s full name.

• A brief description indicating that the user is getting this error and you have tried all the advise from this help article

• Include a screen shot if possible.

Roubler Support will further investigate and assist in resolving the issue.

Thank you for your cooperation.

Roubler Support Team