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Someone can't sign in, or keeps being asked to sign in

Fix sign-in problems for employees and customers: username or email, forgotten passwords, inactive logins, lockouts and repeat sign-in prompts.

Nearly every "I can't get in" comes down to one of a few things: which name the person signs in with, their password, a switch on their contact page (their status, Allow this person to log in, a shared email), or a permission that is blank or denied. Work down the list below; each cause has the message the person sees and the fix. Most apply the same way to your customers. If the whole shop is locked out at once, skip to the last sections.

Applies to: anyone who manages logins for their shop. Fixing most of these needs Add new user / edit other users profiles and, for the permission boxes, Modify permissions. Setting someone's password needs Change username. An administrator can do all of it. Customer-specific problems (creating an account, the order limit, paying) are in My customer can't create an account, sign in or place an order.

In this article

Username or email: which one to use

Your shop's login page takes either the person's username or their email address, with their password. Two exceptions:

  • The sign-in screen inside a report, Operator or the Importer takes the email address, not the username. If a report times out and shows its own sign-in screen, "Incorrect email or password" with the right password means the person typed their username: use the email instead.
  • People who share an email must use their username. A shared email can't identify who is signing in.

"The email is invalid", or an email that's refused everywhere, usually means the address isn't on the person's contact (their login was set up with a username only, or with a different email). Sign in with the username, or put the right email on their contact page and save.

Forgotten password

  • Do it yourself. Click Forgot Password on the login page and enter the username or email. A reset link is emailed to the address on the person's contact. If the link has stopped working, request a new one.
  • Set it for them. Anyone with Change username can enter a new password on the person's contact page (Contacts > Company Contacts, or the customer's company, then Edit). Tell them the password, and ask them to change it once they're in.
  • The reset email never arrives. It goes to the email on the contact, so check that address is right (and that it isn't shared with another contact), then try again and look in junk. If the address was wrong, correct it on the contact and send the reset again.

Being asked to choose a new password the first time after signing in is expected and happens once. That password is the one the person uses everywhere in Allmoxy, including any other Allmoxy sites they sign in to with the same email.

"Inactive or deleted", or "disabled", at sign-in

The person's contact is Inactive or Deleted, their company is Inactive, or Allow this person to log in is off on their contact page. Open their contact page (Contacts > Company Contacts, with inactive contacts shown), click Edit, set the status to Active, tick Allow this person to log in, and save. If a whole company's people are affected, reactivate the company first, then each contact; deactivating a company deactivated all of them.

Still refused after you reactivated them? Look for a second contact with the same email. A person often has more than one contact (an old one, one under another company, one with a placeholder email), and sign-in can land on the one that is still inactive or can't log in. Search your contacts for their email, keep one login contact for them, and change or remove the email on the others.

"Invalid username or password"

Usually a wrong password, or an email address that more than one person in your shop shares: a shared email can't identify who is signing in, so sign in with the username instead. For a forgotten password, see above.

Locked out after too many tries

After several wrong passwords in a row, or several reset attempts close together, sign-in is blocked for a while to protect the account. Wait a little while, then use Forgot Password rather than guessing again. If the person is still blocked after a reset, send us their username or email (see Still stuck) and we'll clear it.

"You do not have access to this function"

The page checks a permission the person doesn't hold, or the person isn't at your own company. Find the permission in Employee permissions: what each one does, open the person's contact page and set it to Allow (or set it on your company to give it to everyone). If the person is a contact at another company, they are a customer in Allmoxy's eyes, whatever their job title: move them to your company or add them again as an employee (Add an employee and set up their login).

A menu entry that is missing, rather than a page that refuses, is usually the same thing: most menu entries show only when the permission behind them is held.

A permission you turned off still works for one person

They have their own Allow on it, which beats the company setting, or they are an administrator, who can't be restricted. Open their contact page: a tick on the box is the override, so set it to Deny (or blank to inherit). For an administrator, the only fix is to remove Administer the entire site, which Allmoxy support does for you.

Clock In is grayed out

The person has no Hourly Wage or Weekly Salary. Someone with View/modify private data adds one in the Employee Information section of their contact page: Time cards and job time: set up time tracking.

Asked to sign in again

Work through these in order:

  • After a break. Sessions end after a period of inactivity. On a trusted computer, tick Remember Me at sign-in to stay signed in. On shared shop-floor computers, leave it unticked so the next person doesn't inherit the session. The newer screens (reports, Operator, the Importer) sign you out after 59 minutes idle, with a warning at 54, so a report left open in a forgotten tab can sign you out of those screens while you work elsewhere.
  • In a new tab. All tabs in one browser share one sign-in, but only for the same web address. If your shop has its own address (such as orders.yourshop.com) and someone opens the yourshop.allmoxy.com address in another tab, or the other way round, that tab asks them to sign in again. Bookmark one address and use it everywhere.
  • Inside Operator, the order importer or a new report. The newer screens check the person's permissions when they open. If one asks for a sign-in, or offers only the previous version of a report, have the person log out and back in; that refreshes what they are allowed to see. Use the email address on that screen. If it persists, check the Operator and Import Tool boxes on their contact page (a Deny there turns the screen off for them), and see Can't open Operator, the Importer or new reports.
  • Every few days, for one person. Check whether they have a contact with the same email on another Allmoxy site, such as your sandbox. Remove or change that contact if they don't use it, then have them clear the site data for your shop's address and sign in again.

A browser error on every page, for one person

If every page of your shop shows an error for one person (or in one browser) while it works for everyone else, the browser's stored site data is stale. Try a private window, or clear the site data for your shop's address and sign in again; close other tabs of the same shop too.

Works on a phone's data but not on the office Wi-Fi

If your shop loads on cellular data but not on one network, something on that network is blocking it: a firewall, a filtering service or the internet provider. Ask whoever runs the network to allow your shop's address (and allmoxy.com). If you want us to check our side, send us that network's public IP address (search "what is my IP" while connected to it). An address starting 192.168 or 10. is private to the building and we can't see it.

Nobody can find the administrator login

If the person who set up your shop has left, or nobody remembers which login is the administrator, use Forgot Password with the email you think the owner account used. If that doesn't work, ask us from an email address we have on file for your company: we'll tell you which logins on your site are administrators and send a reset to the right person.

A brand-new shop can't sign in

Your shop's address and the owner's sign-in are emailed once your first payment goes through. If they haven't arrived, or the owner login doesn't work, reply to your receipt or use the chat on this help center and we'll sort it out: Manage your Allmoxy subscription and billing.

Everyone sees a payment prompt or "account suspended"

That is your Allmoxy subscription, not a login problem. The people who manage the account are shown a card form; everyone else sees a notice until a working card is saved. See Manage your Allmoxy subscription and billing.

Still stuck

Send us the person's name and username or email, what they clicked, the address of the page and a screenshot of the message, through the Report a Bug tab of the Support Center: Report a bug to Allmoxy.

Things to know

  • Three switches decide whether anyone gets in: contact Active, company Active, Allow this person to log in.
  • Username or email on the login page; email on the newer screens.
  • Shared emails need usernames. Give every person their own email where you can, and one login contact each.
  • Reset emails go to the email on the contact. Fix the address first if it's wrong.
  • One web address per bookmark. Your own address and the .allmoxy.com address are signed in separately.
  • "No access" is a permission, not a bug. Look it up and Allow it.
  • A person's own tick beats a company Deny. Administrators beat everything.
  • No wage, no Clock In.

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