This article helps you to troubleshoot and identify some of the common reasons that a user is not able to sign in to CivilPro Cloud and provides the first course of actions that you can take to resolve these issues.
When users experience issues with logging into CivilPro Cloud, their first point of contact should be their Administrators who manage the users’ access and authority, and are also responsible for adding and inviting new users for their organization. Each organization can have one or more Administrators.
1) Wrong Username and/or Password
When you encounter the error message “User credentials do not match any active user”, it is likely that you have not entered the correct Username and/or Password.
a) Check Username
If you are unsure of what your Username is, contact your Administrator who will be able to check it for you.
Administrator can confirm a user’s “Username” by going to "Team" in the main menu and click on the user in question.
The Username is shown below, encircled in red.
You can also add the 'Username' column to your Team register, see 'Check Username'.
b) Reset Password
If you are unsure of your password, you can reset it using the “Forgot Password?” link on the Sign-In page.
2) Incorrect URL
If you are certain that you have entered the correct Username and Password, then you want to check that you are using the correct URL. The URL for your organization to access the Sign-In page is https://yourcompany.civilpro.com.
3) Your browser is still storing your old password
Your browser may still be storing your old password. If you have just reset your password but still can't sign in, try clearing the cache and deleting the cookies on your browser.
4) User has not accepted the user invite or the invite link has expired
If you are a new user and has not accepted your invite to set up your profile, you’ll need to locate your invite email and click on the link to accept it. If you cannot find your invite email or the link has expired, you can request your Administrator to re-send the invite to you.
5) User is Inactive
If you are an existing user and are certain you have entered the correct Username and Password at the correct URL, it could be you have been marked as “Inactive”. Contact your Administrator to check your status and re-activate your user status if required.
6) All paid seats have been used up
If Administrators are not able to send out more invites for new users, they can easily check how many paid seats have been used in “Team” on the main menu. If all the paid seats have been used up, please contact our Sales team to purchase more seats for new users.
7) Adding a new user to the Contacts register before inviting them
If you are a new user accepting an invite and when you click on the link in your invite email, it directs you straightaway to the Sign-In page instead of the Profile setup page, then it’s possible that your Administrator may have already added you as a Contact which causes the system to recognize you as an existing user.
To resolve this issue, contact your Administrator to promote you to a full user. See "Promote Contact to Full User".
Once the contact has been promoted to a full user, the Administrator can add the full user to the other projects by following this workflow: Add Existing Users to an Existing Project.
Note:
A Full User will have a "Person" icon next to its name in the Contacts register whereas a Contact profile does not have any icon next to its name.
Users and Contacts are different in that Users is set up with a username and password and they can sign in to CivilPro Cloud whereas Contacts are not allocated any usernames and passwords and they cannot sign in to CivilPro.
For the full process on how to add a new user, please refer to : Add (Invite) a User
Fig 7a
Fig 7b
If you are still not able to login to CivilPro Cloud after reading this article, please submit a ticket to our Technical Support team via our HelpCenter : Submit your request