membership log-in issues

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veggies

18 Apr, 2017 04:51 PM

Hey,

We had a member trying to log in to the membership portal and she can't seem to get in. She said there is always an error. I then tried a couple of things I knew to do from playing around with log-ins earlier but can't seem to get it to work either. Is there a way to reset a member log-in without clearing or deleting any of their actual membership data?

Thanks,

Lindsay

  1. Support Staff 1 Posted by qroth on 18 Apr, 2017 04:56 PM

    qroth's Avatar

    Hi Lindsay:

    Do you know what error she was receiving?

    If you need to reset a user password, you can go to - Administrate --> Users --> Manage Users. Look them up by either name or email address and then click on their User ID (not the Member ID). This will take you to their user profile and there will be a Password tab. Click on that and you can reset their password there.

    Q Roth
    Farmer Support

  2. qroth closed this discussion on 18 Apr, 2017 04:56 PM.

  3. Wholesome Harvest re-opened this discussion on 24 Apr, 2017 02:09 PM

  4. 2 Posted by Wholesome Harve... on 24 Apr, 2017 02:09 PM

    Wholesome Harvest's Avatar

    Hey Q,

    I got another membership log-in situation.

    We had a member who couldn't log in. She said the error was the system
    could not recognize the email address. I went into their account and added
    a second email address they had and then reset their password.

    I then went and tried the two email addresses with the password. The email
    address I added to the account worked but their primary one did not. It
    just said the log-in failed. It does have a dash in it if that makes a
    difference. It is k-townsend@

    Any ideas?

    Thanks,

    Lindsay

    *Lindsay Zastrow*
    *Wholesome Harvest CSA*
    www.wholesomeharvestcsa.com
    [email blocked]

  5. Support Staff 3 Posted by qroth on 24 Apr, 2017 02:13 PM

    qroth's Avatar

    Did you reset the password for both of them? Or did you just set a new password for the new user?

    What password did you use?

    Q

  6. qroth closed this discussion on 24 Apr, 2017 02:13 PM.

  7. Wholesome Harvest re-opened this discussion on 24 Apr, 2017 02:15 PM

  8. 4 Posted by Wholesome Harve... on 24 Apr, 2017 02:15 PM

    Wholesome Harvest's Avatar

    I reset it for the USER ID (not the member ID).

    I just used the basic member2. It worked for the email address that I
    added a couple of seconds before I reset the password but it did not work
    for the k-townsend email which had been on there from the beginning.

    *Lindsay Zastrow*
    *Wholesome Harvest CSA*
    www.wholesomeharvestcsa.com
    [email blocked]

  9. 5 Posted by Wholesome Harve... on 24 Apr, 2017 02:17 PM

    Wholesome Harvest's Avatar

    Found it!!! Your question prompted me to go back through the reset and I
    found that when I went to users, the latest item I added/changed is listed
    so when I saw that, I changed that one only thinking they were together in
    an account. I now changed the other one too!!

    I think I have it: One email address equals one user ID.

    *Lindsay Zastrow*
    *Wholesome Harvest CSA*
    www.wholesomeharvestcsa.com
    [email blocked]

  10. Support Staff 6 Posted by qroth on 24 Apr, 2017 02:19 PM

    qroth's Avatar

    Yes, that sounds like that was it. Each email address will have its own password, so you just needed to reset the password for both.

    Q

  11. qroth closed this discussion on 24 Apr, 2017 02:19 PM.

  12. Wholesome Harvest re-opened this discussion on 30 Mar, 2018 09:34 PM

  13. 7 Posted by Wholesome Harve... on 30 Mar, 2018 09:34 PM

    Wholesome Harvest's Avatar

    Hey Q,

    Opened up our new store today and it's an e-commerce store. They should
    have started with a balance depending on what share they bought.

    I'm starting to get the first orders in and balances are all over the
    place. Someone bought items for $12 and their remaining balance should be
    $277 but it said -$12 remaining. Another customer said $1314.00.

    How can I get these reset correctly do you think?

    Thanks Q and Happy Easter!

    *Lindsay Zastrow*
    *Wholesome Harvest CSA*
    www.wholesomeharvestcsa.com
    [email blocked]

  14. Support Staff 8 Posted by qroth on 31 Mar, 2018 01:28 PM

    qroth's Avatar

    Hi Lindsay:

    Ok, I did a little looking around here. I see the person with the balance of $1314. That person signed up for the 2nd, 3rd and 4th quarter shares so they just have a lot of credit assigned to them. Nothing looks wrong there.

    I also then did look up someone with a -$16 balance (Michelle Pederson). It looks like they had their credit assigned to them on 11/2 but at some point someone ran the tool to "ignore" all credits and orders. If you go to their individual user account, you can choose to unignore that so the credit will be counted in their balance again.

    So go to - Sell --> Balance --> View Balance, click on the user's name in question and then on the User Profile page, click on the Balance tab. There you'll see a yellow bar saying "X ignored or not shown". Click on that to view ignored items and then there will be an option to "unignore".

    Q Roth
    Farmer Support

  15. qroth closed this discussion on 31 Mar, 2018 01:28 PM.

  16. Wholesome Harvest re-opened this discussion on 31 Mar, 2018 01:46 PM

  17. 9 Posted by Wholesome Harve... on 31 Mar, 2018 01:46 PM

    Wholesome Harvest's Avatar

    Hey Q,

    I did a little more checking around and saw all that too. Would that
    ignore have come in when I archived orders. I just can't remember when I
    ignored anything and all the small choice share members from last year who
    are now full farm choice shares have that same issue. I found where I can
    un-ignore them so I'm set there.

    For the large balance (the example we were talking about above), I was
    looking into it more last night and understand what happened. The system
    doesn't understand they are separate shares with separate seasons. Here
    balance should be running down for 450 and then reset for the 3rd quarter
    to another 450 debit down (that's what we were shooting for) but I saw the
    system doesn't recognize it like that. I found a work around where I can
    just reset or credit/debit their balance and can just do that when needed
    at the start of each of these quarters.

    Thanks again Q! I might be online next week with a few more questions :)

    *Lindsay Zastrow*
    *Wholesome Harvest CSA*
    www.wholesomeharvestcsa.com
    [email blocked]

  18. Support Staff 10 Posted by qroth on 02 Apr, 2018 03:47 PM

    qroth's Avatar

    If you go to - Sell --> Balances --> Settings, there is an option there to "Ignore all credits and orders before date below". That's where that would have happened. It's a tool that exists so that farms that want to clear out user balances at the end of a season (in a model where credits need to be used by a certain date) can do so on a certain date. It is important that you aren't already assigning new credits before doing this or you can inadvertently cancel out credits.

    And yes, the system will assign all credits at checkout for all seasons, so if people buy their 3rd and 4th quarter shares now, they would get the credit assigned to them right away if you have those shares marked as buydown types.

    Q

  19. qroth closed this discussion on 02 Apr, 2018 03:47 PM.

  20. Wholesome Harvest re-opened this discussion on 02 Apr, 2018 07:38 PM

  21. 11 Posted by Wholesome Harve... on 02 Apr, 2018 07:38 PM

    Wholesome Harvest's Avatar

    Aaah, I have seen that. I'll change that to a different date so it doesn't
    ignore it. For the ones that have multiple quarters but I only want them
    to be able to use one quarter's worth of credits, can I take away some of
    their balance now and add it back in at a certain date manually?

    Also, I have a member, name is Amy Reynolds, who says she checked both of
    her email addresses on her account including trash, spam, junk, etc.
    folders and she did not see any confirmation email? I looked at her email
    addresses and nothing seems wrong to me. I don't know if she is just
    missing something but since I can't say that :), I thought I would check in
    with you to see if you can see anything from your end. We have had no
    other issues that we know of with confirmation emails for this first order.

    Thanks Q,

    Lindsay

    *Lindsay Zastrow*
    *Wholesome Harvest CSA*
    www.wholesomeharvestcsa.com
    [email blocked]

  22. Support Staff 12 Posted by qroth on 02 Apr, 2018 07:51 PM

    qroth's Avatar

    Unfortunately changing the date in that field won't retroactively change anything back to active. That just runs a process that marks old credits/orders as "ignore". The only way to bring them back is manually by the user.

    I don't see anything that looks wrong with Amy's emails and show no signs of bouncing or errors. If you go to her membership, on the main dashboard page you can manually re-send a confirmation email. Try that and see if she gets that one.

    Q

  23. qroth closed this discussion on 02 Apr, 2018 07:51 PM.

  24. Wholesome Harvest re-opened this discussion on 02 Apr, 2018 08:20 PM

  25. 13 Posted by Wholesome Harve... on 02 Apr, 2018 08:20 PM

    Wholesome Harvest's Avatar

    Hey Q,

    Okay, got it. I'll do it manually. I'll double check all of Amy's and let
    her know what to look for again maybe.

    For the credits, let's say I have someone at 500 right now and I want to
    put them to 200 (they will get all 500 but they are only supposed to use
    200 in this quarter let's say) so they start debiting down from there, how
    can I do that manually from our admin side?

    *Lindsay Zastrow*
    *Wholesome Harvest CSA*
    www.wholesomeharvestcsa.com
    [email blocked]

  26. Support Staff 14 Posted by qroth on 02 Apr, 2018 08:27 PM

    qroth's Avatar

    For the credits, if you go into the User level and click on the "Balance" tab there, you'll see the line item where the credits were assigned. There should be an option to "Edit/Delete" next to that. You can click on that and edit the amount down to be the current credits you want assigned.

    Q

  27. qroth closed this discussion on 02 Apr, 2018 08:27 PM.

  28. Wholesome Harvest re-opened this discussion on 02 Apr, 2018 09:22 PM

  29. 15 Posted by Wholesome Harve... on 02 Apr, 2018 09:22 PM

    Wholesome Harvest's Avatar

    That's what I was thinking too but wanted to check in case you had other
    options you knew of. Thanks Q!

    *Lindsay Zastrow*
    *Wholesome Harvest CSA*
    www.wholesomeharvestcsa.com
    [email blocked]

  30. qroth closed this discussion on 03 Apr, 2018 01:00 PM.

  31. Wholesome Harvest re-opened this discussion on 06 Apr, 2018 04:31 PM

  32. 16 Posted by Wholesome Harve... on 06 Apr, 2018 04:31 PM

    Wholesome Harvest's Avatar

    Hey Q,

    If I delete an old department (one from last year that I no longer need),
    will all the info pertaining to those orders also get deleted or will I be
    able to see that still? If I am going to be opening the same exact store
    this year, should I just edit that 2017 department? I want to keep our
    amount of departments down so the making the reports doesn't get to out of
    control having to pick through all the different departments.

    Thanks Q,

    *Lindsay Zastrow*
    *Wholesome Harvest CSA*
    www.wholesomeharvestcsa.com
    [email blocked]

  33. Support Staff 17 Posted by qroth on 06 Apr, 2018 04:34 PM

    qroth's Avatar

    Deleting a department will not delete the associated orders.

    However, if most everything is staying the same, you should just be able to rename the department and update the description and other details so it is correct for 2018.

    Q

  34. qroth closed this discussion on 06 Apr, 2018 04:34 PM.

  35. Wholesome Harvest re-opened this discussion on 06 Apr, 2018 04:35 PM

  36. 18 Posted by Wholesome Harve... on 06 Apr, 2018 04:35 PM

    Wholesome Harvest's Avatar

    That's what I thought. I like just editing the dpt. as it will keep our
    number down and I don't have to set up the whole new department. Nice!

    Thanks Q

    *Lindsay Zastrow*
    *Wholesome Harvest CSA*
    www.wholesomeharvestcsa.com
    [email blocked]

  37. qroth closed this discussion on 06 Apr, 2018 04:45 PM.

  38. Wholesome Harvest re-opened this discussion on 09 Apr, 2018 05:07 PM

  39. 19 Posted by Wholesome Harve... on 09 Apr, 2018 05:07 PM

    Wholesome Harvest's Avatar

    Hey Q,

    Got a weird one here.

    Elliot Jentz and Mai Meyer are sharing a buy down share worth $289.
    However, they both ordered this week (which was fine) but for some reason
    the orders and buy down is separate but their membership is on the same
    membership.

    So when they chose different orders, that was okay, but both orders should
    have been deducting from the same $289 but it wasn't.

    Any thoughts?

    Thanks Q,

    *Lindsay Zastrow*
    *Wholesome Harvest CSA*
    www.wholesomeharvestcsa.com
    [email blocked]

  40. Support Staff 20 Posted by qroth on 09 Apr, 2018 05:34 PM

    qroth's Avatar

    Ok, it took a minute but I see what happened here.

    So Mai signed up for the share on 1/12. At this point Ellliot wasn't on the membership. The credits were assigned to Mai's user.

    On 1/15, it looks like Elliot tried signing up for his own share. The credits were assigned but then it looks like someone deleted that membership. However, deleting a membership won't delete the credits that have already been assigned. Those would have needed to be manually deleted.

    The on 1/19 Elliot was added to Mai's membership.

    Since they both had credits assigned to them, when they placed their individual orders, the system would have just pulled it from their own balances.

    So you'll want to delete the credits from Elliot's user account. Then'll you'll want to put a $11 charge against Mai's credit and a $11 credit to Elliot's user, list it as "transfer from membership to cover order" or something like that. That should make everything accounted for properly.

    Q

  41. qroth closed this discussion on 09 Apr, 2018 05:34 PM.

  42. Wholesome Harvest re-opened this discussion on 09 Apr, 2018 06:30 PM

  43. 21 Posted by Wholesome Harve... on 09 Apr, 2018 06:30 PM

    Wholesome Harvest's Avatar

    Hey Q,

    Aaah, some of these little weird things like that I am learning on the fly
    as they happen which is sort of cool :)

    Okay, so if I delete his balance, when he orders in the future, will it
    take from the overall balance of their joined membership? It doesn't look
    like it will but want to make sure I ask before I prepare to manually enter
    them to deduct from the overall balance each week.

    *Lindsay Zastrow*
    *Wholesome Harvest CSA*
    www.wholesomeharvestcsa.com
    [email blocked]

  44. Support Staff 22 Posted by qroth on 09 Apr, 2018 06:46 PM

    qroth's Avatar

    Yes, it will pull from Mai's balance.

    When 2 (or more) people share a membership, the credit is only assigned to the primary user. When any of the secondary users make a purchase, the system will check to see if there is credit on the primary user's account and will transfer the funds to cover the purchase.

    Q

  45. qroth closed this discussion on 09 Apr, 2018 06:46 PM.

  46. Wholesome Harvest re-opened this discussion on 09 Apr, 2018 06:49 PM

  47. 23 Posted by Wholesome Harve... on 09 Apr, 2018 06:49 PM

    Wholesome Harvest's Avatar

    Sounds good! I'll put it on my list to check after their next order just
    to make sure it is pulling correctly.

    Thanks again Q!

    *Lindsay Zastrow*
    *Wholesome Harvest CSA*
    www.wholesomeharvestcsa.com
    [email blocked]

  48. qroth closed this discussion on 09 Apr, 2018 06:52 PM.

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