I can't sign into the App or Dashboard?

I can't sign into the App or Dashboard?

A couple of things we will want to check.

  1. Are you able to login to the contact center directly using the same username and password you are using on the Ternio mobile app?
    1. Ternio uses your contact center login information to authenticate the user against your contact center users list.
  2. Are you already logged into the contact center agent application?
    1. We will want to confirm that you do not have an existing user session to rule out any issues there.
  3. Are you trying to login with the same phone number another users is logged in with currently?
    1. This can cause the system to not allow you to sign in.
  4. Is the username listed in the contact center users list the same username you are using on Ternio?
    1. Using the email address listed in contact center users list will not allow the user to login unless the email address and username matches.

If you get a notice that says "For Admin Access Only", then there is a user registration issue that needs to be addressed.  This user needs to contact their Admin for their company.  If this user is supposed to be an Admin, they need to contact another Admin within their company who can log into the Ternio Admin Dashboard at www.ternio.com.  From there they simply go to the menu item on the left "Authorize Admins", then find this user and change their status from "User" to "Admin".  Once they press "Save", everything is set.  
NOTE: if there are no other Admins for this company, then submit a support ticket with this user's login credentials.  We just need the email address used to login, not the password.

ANOTHER POSSIBILITY:
If they get a code that says: Can’t find  “app-name@vendor-name",  then there is a user registration issue that needs to be addressed.  Submit a support ticket for our technicians.

FINALLY:
Confirm that they have not been on a short trial of the app.  If so,  their registration will automatically expire.  Have them reach back out to their sales rep to setup an active account.

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