The most common reasons for unsuccessful login are:

  1. User attempts to log in straight after registering for an account but before they have verified their email address.

  2. User has forgotten their password.

This article tackles the first scenario - when a user has attempted to log in before confirming their account via their email address. When an unverified user attempts to log in, the app will provide a helpful error message that will contain the reason for the failed login. In this case, the user will see the following message: “Login Failed: You must verify your identity before you can log in. Please check your inbox and follow the instructions.”

Here’s what to do next to help them log in.

Instructions

  1. Exit the app (if open).

  2. Open email app and check inbox on the email address provided on registration.

  3. Check spam folders.

  4. The sender of the email will be the name of the app, and the title of the email will be “Please verify your email address”. The email will be branded with your product branding which is one way to ensure it is authentic and distinguish it from a phishing email.

  5. Open the email and click the button in the email that says “Verify Email Address”.

  6. Clicking this button will launch the app and show a success snack bar message “Email Address Verified. Please log in”.

  7. Proceed with login by entering email address and password details. Detailed procedure is in your Transform® user guide supplied on product launch.

If the user has forgotten their password, please follow the “Forgotten password” procedure described in the Transform® user guide and instruct the user to follow the steps in the app and on their email. The first step is to tap “Forgot password?” on the login screen.