How can I solve issues with login?

Resolving issues as a user

Resolving login Issues as a community manager

 

Resolving issues as a user

You can easily log in to your account using the same details you used when you first set it up. We offer three simple ways to access your community:

1. Using your Email and Password:

1. • If you created your account with an email address and password, simply enter both to log in.

   • Forgot your password? No problem! Just click on the 'Forgot password' link on the login screen. We'll send you an email with instructions to easily reset it.

2. Logging in with Google:

   • If you activated your account using your Google account, you can log in directly with your Google credentials (the same email and password you use for Google). We don't store your Google password, so Google securely handles your login.

3. Logging in with Apple:

   • If you activated your account using your Apple ID, you can log in directly with your Apple credentials (the same email and password you use for Apple). Similar to Google, we don't store your Apple password – Apple securely manages your login.

Extra Security with Two-Factor Authentication (2FA)

For some communities, we add an extra layer of security called Two-Factor Authentication (2FA). Think of it like this: your password is the first lock on your door, and 2FA is a second, extra strong lock. Even if someone somehow gets your password, they still can't get in without this second lock.

When you set up your account in these communities, you'll be asked to set up 2FA using an authenticator app.

What is an Authenticator App?

An authenticator app is a small application you install on your smartphone or tablet (like Google Authenticator, Microsoft Authenticator, or Authy). It works by generating unique, time-sensitive codes, usually a 6-digit number, that change every 30-60 seconds.

Here's how it works simply:

1. You log in using your chosen method (email and password, Google, or Apple).

2. The system then asks for a code from your authenticator app.

3. You open the authenticator app on your phone, get the current code, and enter it.

4. If both your password and the code are correct, you're logged in!

These apps are very secure because the codes are generated directly on your device and don't rely on text messages, which can sometimes be intercepted.

We recommend using the Google Authenticator app as it's generally considered one of the easiest to use.

Setting Up Google Authenticator

To get started with Google Authenticator, follow these steps:

1. Download the App: Download the "Google Authenticator" app from your phone's app store (Google Play Store for Android, Apple App Store for iPhone).

2. 2FA Setup on the Platform: When you are setting up your account on Chainels (or enabling 2FA in your account settings), you will be prompted to set up your authenticator app.

3. Scan the QR Code: Our platform will display a unique QR code on your screen.

   • Open the Google Authenticator app on your phone.

   • Tap the "plus" icon (usually a + symbol) to add a new account.

   • Select "Scan a QR code." Your phone's camera will open.

   • Position your phone's camera over the QR code on your computer screen. The app will automatically scan it.

4. Alternatively, Enter a Setup Key: If you cannot scan the QR code, our platform will also provide a "setup key" (a long string of letters and numbers).

   • In the Google Authenticator app, after tapping the "plus" icon, select "Enter a setup key" or "Manual entry."

   • Enter the account name (e.g., "Your Community Platform") and the setup key provided. Make sure to choose "Time based" if prompted.

5. Verify the Connection: Once scanned or entered, the Google Authenticator app will immediately start generating 6-digit codes for our platform.

   • Go back to our platform's setup screen.

   • Enter the current 6-digit code shown in your Google Authenticator app into the field provided on our platform.

   • Click "Verify" or "Activate" to complete the setup.

You're all set! From now on, when you log in to your account, you'll use your password (or Google/Apple login) and then enter the current code from your Google Authenticator app.

 

Resolving login issues as a community manager

As a community manager, you can easily help your users get back into the platform if they're having trouble logging in. Here's what you can do:

Check if the Account is Activated

A user needs to activate their account before they can log in.

• Go to Management > Users.

• Make sure the "Activated" column is visible.

• If the user's account says "No" in this column, it means it hasn't been activated yet.

• You can send them a reminder by clicking the three dots next to their name on the right-hand side and selecting "Send a reminder." This will prompt them to activate their account.

Identify Their Login Method

Users can only log in with the method they used to activate their account (email and password, Google, or Apple).

• Go to Management > Users and find the user who's having trouble.

• Click the three dots next to their name and select "Edit user profile."

• Under "General settings," look for a yellow bar.

  • If it says "This account is managed by Google" or "This account is managed by Apple," the user must use that specific method to log in.

  • If there's no yellow bar, the user activated their account with an email and password.

Send a Password Reset Link (for Email/Password Accounts)

If the user activated their account with an email and password and has forgotten it, you can send them a reset link.

• Go to Management > Users.

• Click the three dots next to their name on the right-hand side.

• Select "Send a password reset link."