Confirm the user is on the correct login page
The most common login issue is that the user is on the wrong login page. Your organization's page always shows your own logo. If the user sees the FlightLogger logo instead, they're on the wrong page.
Your organization's address is the one shown in the browser bar when you're logged in, with /login added to the end. The correct address is also included in the invitation email sent when the user was created.
Users can also log in through my|FlightLogger at my.flightlogger.net, which gives direct access to every FlightLogger profile they've been granted.
Resend the invitation email for a new user
If a new user hasn't logged in yet and set a password, you can resend their invitation email yourself. Go to the user's page and open Settings to resend it.
Once a user has logged in to my|FlightLogger
After a user's first login to my|FlightLogger, their email is handled through their my|FlightLogger account, not through your organization's account. From that point on, you can no longer resend their invitation or password reset email yourself.
If the user has lost their password, they need to go to my.flightlogger.net and use Forgot password to get a new one.
If a new user's email wasn't ready before their account was created
A user's email address must be valid and active before you add them in FlightLogger. If the account is created first and the mailbox isn't ready yet, the welcome email bounces immediately and the user won't be able to log in.
If this happens, set up the user's email account first, then resend the invitation as described above.
If emails still aren't arriving
If a user still isn't receiving any email from FlightLogger, such as two-factor authentication codes, password resets, or welcome emails, check the following first:
- Ask the user to check their spam or junk folder.
- Confirm the email address on the user's profile is spelled correctly and is one the user can currently access.
- Confirm the user's mailbox isn't full or otherwise unable to accept new mail.
If none of this resolves it, the likely cause is that repeated failed delivery attempts to that address have caused our mail system to stop sending it any further emails, until the block is removed. This can affect every email sent to that address, not just the one that originally failed.
There's no way to check from within FlightLogger whether an address is currently blocked.
Note: if the underlying issue, such as an incorrect address or a full mailbox, isn't fixed, the address can bounce and become blocked again after we remove the block.
Contact support
If the steps above don't resolve the login or email issue, contact FlightLogger support by clicking Get Support under the question mark icon in FlightLogger, or by emailing support@flightlogger.net. If the issue is a blocked address, just send us the affected email address, we don't need anything else to look into it.