Login Issues for Non-SSO Users

This document will highlight these issues and walk you through how to correct them.

Incorrect URL: 

• URL stands for Uniform Resource Locator. A URL is nothing more than the address of a given unique resource on the Web

Incorrect Username or Password

• If a user is attempting to log in using the incorrect username or through their email address instead of a username, they will get an error when attempting to log in, unless the username is the email address. 

Incorrect Password

• If the password has been forgotten or is incorrect, the user will have to reset their password using their email address on file and complete the process through the main login page. Vetspire does not have any access to passwords and we are unable to reset them on our end. 

Vetspire User was created before the Email is activated: 

• Vetspire uses SendGrid to send all emails. If the email is not activated that was used to create an account then it can be blocked as an inactive email. Vetspire Support will have to fix this. This process can take 72 hours. So NEVER create a user unless the email is active.

Username or Email Already Taken

• This error occurs when the username or email you are attempting to use when creating an account is already in use by another staff account. Use the search fields at the top of the page to verify if the username or email has already been taken.

• You may need to search by inactive users. You can do this by clicking on the Show Inactive Staff button at the bottom of the page. 

• The fix here is to create the user account again using a unique username or email. If the user already has an account, they can log in using the correct credentials.

• The email address was entered with a space at the end. This will cause an error. 
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Users not creating a password correctly

• The issue here is a user does not create their password through the email Vetspire sends when their account is created. They bypass the email and create a password through the Forgot Password button on the main login page. This causes the user to have to reset their password every time they log in.
• The fix for this is for an Admin to go into the Users page under Admin settings and find the user's account. It will have a red “Needs Verification” tag and three dots shown. To resend the verification email to the user, click on the three dots and then “resend verification email”. The user will need to go through the password creation process shown below. 

• Once this is done, the user will be able to sign in without issue!