Common Issues Reported by Members
Members will often come to you for assistance before reaching out to support. Here are some of the most common questions and resolutions.
My member is unable to log into the app.
There are a few things you want to check before you reach out to support.
- What Member State is the Member in? If they are in a “Done” state, you will need to Re-Enrolling a Done Member them. They should then be able to “log in”.
- If the member has previously onboarded, are they clicking on the “Log In” button and NOT the Sign-up button?
- What error message are they receiving?
- Do they need to re-set their password?
How does a member re-set their password?
The member can click on the “Forgot Password” link on the log in screen. They will receive an email that brings them through the process for re-setting their password. Please make sure they check their junk/spam folders for the email.
What happens if the member doesn’t receive the email?
You can try to send the member a password reset email from the Dashboard.
What happens if they don’t receive that email either?
Contact us at help@wellframe.com
Member states that their access code is not working.
Have the member confirm what they are entering into the access code screen and advise them to make sure it is all lowercase with NO spaces. Access codes do not expire.
See Access Codes section for additional details.
Member states that they are receiving an error when inputting their MemberID.
- Have the member confirm EXACTLY what they are entering.
- If there are ALPHA characters in their MemberID, confirm that they are being entered in all uppercase.
- Note: This field IS case-sensitive