Customers and Account Holders sign in to their own portal to view enrollments, activities, and financial information. When a customer can't sign in, you, as the Admin, are their first point of contact. This article shows you how to get them signed in.
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Where Customers Sign In
Customers can sign in to their account in three ways:
Enrollsy app — Download it from the Apple App Store or Google Play
Account Sign-In link — A link unique to your company that you can send by email or text
Your website — A customer sign-in button on your website. Use the Embed Enrollsy on Your Site feature and choose Customer Sign-In. We recommend adding one so customers can reach their accounts without help.
Customers can be signed in on the app and in a web browser at the same time.
How to Copy the Account Sign-In Link
Go to the My Company page in the upper-right corner of Enrollsy
Under Links, click the link icon next to Account Sign In to copy it
Paste the link into an email or text message to your customer
Account Holder Email Rules
Most login issues come down to the email address on the account. Keep these rules in mind:
The Primary Account Holder signs in with the email address they used to enroll
Each Account Holder can have only one email address on an Enrollsy account
The same email address can be listed as both the Primary and Secondary Account Holder on the same account
A Secondary Account Holder can sign in with their own email address once the Primary Account Holder gives them access through Shared Access
If a customer can no longer use their email address, go to their Account page, enter the new email address, and click Save
Troubleshoot Customer Login Issues
When a customer says they can't sign in, work through these steps in order.
Step 1 — Confirm How They Reached the Sign-In Page
Ask your customer how they tried to reach the Enrollsy sign-in page. Customers sometimes use an enrollment link, the Admin link, the Instructor link, or the Sign In menu on the Enrollsy website. The Enrollsy website doesn't have a customer sign-in. Customers who try there are told to contact the company they're enrolled with.
If they used a sign-in link you or another Admin sent them, they're in the right place, so go to Step 2
If they used any other link, send them your Account Sign-In link or point them to the Enrollsy app
Step 2 — Send a Password Reset Email
There are two ways to send a password reset email:
The customer clicks Reset Password on the Account Sign-In page
You copy the Account Password Reset link from the My Company page and send it to the customer by email or text
The customer must click the link in the email within 2 hours, or it will expire.
NOTE: Only the most recent reset email works. Each new reset email cancels the links in earlier ones, so avoid sending several in a row.
Step 3 — Find the Missing Reset Email
If the customer didn't get the reset email, check the following:
Spam — Ask the customer to check their spam or junk folder
Incorrect email — Make sure the email address the customer entered matches the one on their account. This is the Primary Account Holder's email unless a Secondary Account Holder was given login access.
Blocked email — Ask the customer to add enrollsy.com to their safe senders list using these instructions
Step 4 — Check for the Same Email on Another Account
If the customer's email address is on more than one Enrollsy account, Enrollsy can't tell which account they want. This can happen when someone is the Primary Account Holder on one account and a Secondary Account Holder on another.
In a web browser, they're signed in to one of the accounts automatically
In the Enrollsy app, they see two sign-in options with the company name
To fix this, search Enrollsy for the email address. If it appears on more than one account, change or remove it on the account they shouldn't be signing in to.
Step 5 — Contact Enrollsy Support
If the customer still can't sign in after these steps, contact Enrollsy support through the chat button in Enrollsy. Please don't ask customers to contact Enrollsy directly. We work directly with you and your Admin users to resolve account issues.
How to Set Up a Password for a Customer
If you'd like to give a customer their first password, follow these steps.
Step 1 — Temporarily Change the Customer's Email
On the customer's Account page, replace their email address with one you can access, then click Save.
Step 2 — Reset the Password
Go to the My Company page and click the link icon next to Account Sign In to copy the sign-in link
Open the link and click Reset Password
Enter the email address you can access to send the reset email
Open the email and click the link to set the password
Step 3 — Change the Customer's Email Back
On the customer's Account page, change the email address back to the customer's email, then click Save.
Step 4 — Share the Password
Give the customer the password you created. Ask them to change it after they sign in to keep their account secure.
How Customers Sign In with Two Company Accounts
If your organization has two separate Enrollsy company accounts, customers choose which one to sign in to:
Web browser — Each company has its own Account Sign-In link, so customers use a separate link for each. You'll find each link under Links on that company's My Company page.
Enrollsy app — Customers choose a company from a list after signing in
