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Unable to validate user credentials


chriscorcoran
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I have changed a user from basic to user today, given them all the correct roles but I get the error unable to validate user credentials box. We don't have sso or anything. I have added him to organisations. I know a similar post mentioned it was the email address had been used multiple times, but I cant see that anywhere?

Not sure if anyone has had similar 

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Hi Chris,

Thanks for your post.

The key role for any user is the Collaboration Role.  This is the only role that is needed to login. I think the next thing to look at is if their account is suspended.  You can do a quick filter on suspended account to see if this is the case.  You can then select the checkbox next to the name and then use the Reactivate option.

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On this same form, you can check the subscription utilization.

If the account is active and they have a subscription, then they could possibly go through the forgot password sets from the login screen.  Just in case it is a password issue.

Let us know if they are still having issues and the above hasn't helped.

Regards,

James

 

 

 

 

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