Customers or Account Holders have a separate portal that they have to sign into to view financial information, their enrollments, activities, and more.
Download your FREE Customer Enrollsy Instructions Template
Troubleshooting Customers Logging In
When your Customers have issues logging into Enrollsy, you will need to assist them as an administrator.
Step 1 - Sign-In Page
The first step is to ask your customer: “How did you attempt to access your Enrollsy sign-in page?”
The reason is that customers can get creative when trying to access their accounts. We have seen them use enrollment links, the Admin link, and the Instructor link. We have also seen Customers try to sign in from our website. When they do that, they will see the following message:
If the Customer was using an account link you (or another Admin) provided them, they ARE in the right place! If they have no idea, then do this:
Enrollsy App: Customers can download the Enrollsy app from one of the following:
- Apple App Store
- Google PlayAccount Sign-In Link: Head over to your My Company page (upper-right corner of the Enrollsy app). Under your company logo will be a list of links. Click on the “Account Sign In” icon to copy the link. Paste it in an email or text message to your Customer.
Website Sign-In Link: Direct them to your website if you have an account sign-in link on your company website. We recommend linking somewhere on your website where Customers can easily access their accounts without assistance. You can do this easily with the new "Embed Enrollsy on your site" link and choosing "Customer Sign-In."
Step 2 - Password Reset
If that does not solve the problem, the Customer could reset their password in one of two ways:
The Customer can click the “Request Password” button on the Account Sign-In page OR…
An Admin (you) can send them a reset link. This link is called “Account Password Reset” on the My Company page (see screenshot above). Click the icon to copy this link and send it via email or text to your customer.
These actions will send them a password reset email (this email will go to the PRIMARY account holder’s email address). The customer will need to click on the link within 2 hours, or it will expire.
NOTE: When a reset password email is generated to the customer account, only the most recent email's link will work to reset the password. Generating many reset password emails in a row is not advised because doing so will invalidate previously generated emails.
Step 3 - Password Reset Email
Sometimes customers will say they have hit the reset button or clicked the password reset link but did not receive the password reset email. There are a few reasons this may be:
Spam: The email may have gone to their spam/junk folder. Tell them to double-check there first.
Incorrect Email: Verify the customer’s email address to ensure it is the same email address in their account. Remember, this is the Primary Account Holder’s email address (unless the Primary Account Holder gave the Secondary Account Holder account access). This support article describes how to grant access (hint: you can send this to the Primary Account Holder).
Whitelist Us: If neither of the steps above works, inform your customer to whitelist enrollsy.com by following these instructions.
Step 3b - Same Email Address in Another Account
An Account Holder can only have one email address per Enrollsy Account. If the customer's email is linked to multiple accounts, the system will automatically log them into one of them when using a web browser. In the Enrollsy app, they will see two logins with the company name—one for each account. For example, if someone is the Primary Account Holder on one account and a Secondary on another using the same email, the system can’t distinguish between them.
To resolve this, check if the email address appears twice in the system. If it does, you will need to either delete that email address or change it for the customer to be able to log in.
Conclusion
In summary, if your Customer says, “I can’t log in!” ask them how they accessed the sign-in page. If they are in the right place, send them a reset link. Send them the correct sign-in link if they’re in the wrong place. Verify their email address to make sure they receive the password reset email.
After all those steps have been taken, and if the Customer STILL can’t log in, you (or another Admin user) will need to contact us directly through the chat button in Enrollsy.
Please DO NOT have the Customer contact us directly. We prefer to work directly with our client (which is you or another Admin user).
Download your FREE Customer Enrollsy Instructions Template
More About Passwords
According to various sources, most people (upwards of 60%) use the same passwords for personal and work accounts. Another staggering statistic is that 67% of Americans use the same password for multiple accounts.
Why is this a bad thing? When over 50% of data breaches and cyberattacks are due to compromised login credentials, you'd think we would be a little more careful. The reality is that cloud security is the responsibility of each user as much as it is the provider's responsibility.
If your organization has many Admins and Instructors and would like to get a better password management solution in place, Enrollsy can help you through our partnership with 1Password. Contact us for more information or special pricing.
How to Set Up a Password for Customers
If you prefer to give Customers an initial password, here's how to do that.
Step 1 - Change Customer Email (Temporarily)
Temporarily change the email address to yours (or one you can access) on the Customer's account page.
Step 2 - Reset Password
Go to the My Company page and click the link icon beside Account Sign In to copy the sign-in link.
Once on the sign-in page, click "Reset Password" and enter your email address (or the one you have access to) to send the password reset email. Check your email and click the link to set up the password.
Step 3 - Change Customer Email Back
Change the email address back to the Customer's email on their account page.
Step 4 - Provide Password
The last step is to provide the password you set up to the Customer for them to log in. We suggest the Customer change the password to ensure the security of their account.
How Customers Log In with Two Separate Company Accounts
If you have two separate Enrollsy business accounts that customers will need to choose one to log into, here's how that happens.
Browser
Account Holders would have two separate logins if they are logging in on a web browser; one for each company. These account sign-in links can be found on the My Company page under Links.
Enrollsy App
If Account Holders use the Enrollsy app on their phone, they would have an option to choose which company's account they want to go into. It would look similar to this:
