Help a member who can't sign in

Who can do it

The Director and the Tenant Admin, from the member's page in Manage › Choristers and Staff, under Account. Removing someone's passkeys is the Tenant Admin's alone. Your choir may also have given this work to a role of its own.

You never see or choose a member's password: they always choose their own.

How to

Find out what's wrong

1. In Manage › Choristers and Staff, open the member. Not in the list? Pick All statuses in the status filter.
2. Look under Account: Can't log in with the state of their invitation means they never activated their account. The Sign-in email is the address they must use.

They never activated

1. In Manage › Invitations, open the member and tap Resend invitation.
2. Tell them to use the newest email only. A link works once, for 14 days, and each new one cancels the one before.
3. They declined by mistake? Their invitation reads Declined: tap Invite again, and a new link goes to the same address. Invite all never does this for them.

The email is wrong

1. Under Account, tap Correct email… and type the right address. The old link stops working and a new invitation goes to the new address.
2. If the button isn't there, the line under the email says why: they already sign in with it, or they're also in another choir. Only they can change it then, from their Profile.

They forgot their password

1. Ask them to tap Forgot Password? on the sign-in page: a reset code goes to their sign-in email.
2. Or, under Account, tap Send password reset, then Reset: the same email goes out. It isn't offered for someone who is also in another choir; they use Forgot Password? themselves.

They sign in but don't see the choir

1. Check their Status: an Alumni or Archived member can no longer open the choir. Set them back to Active under Membership if they're returning. See Member statuses.
2. In several choirs? They switch choir from the menu at the top of Home. See Sing in several choirs.

An admin lost their phone

1. A Tenant Admin opens the person's page and taps Remove passkeys, then Reset. Next time, they confirm it's them with an emailed code. Nobody can do this on their own account.

Still stuck? Write to info@tounes.io.

On the web and in the apps

An invitation link always opens in the browser, even on a phone with the app. Once the account is activated, the member signs in with the same email and password on the web and in the apps.