If your contractor is unable to log in, the issue is usually caused by one of the following:
They haven't actioned the activation email.
They've forgotten their password and need to reset it.
They're using the wrong login URL.
They've updated their notification email, but haven't updated the login email.
Ask the contractor to check their inbox and junk folder for emails from our system, including activation and password reset emails.
They should also confirm that they're using the correct login URL. To find this:
In the Admin Area, click Company details.
Click the System appearance tab.
Scroll to the bottom to find the Login URL.
Copy this URL and send it to the contractor.
Make sure the contractor is using the correct email address to log in. To check the active users:
Log in as one of the active users in the contractor’s system.
Click Users and engineers.
Click the Active users tab.
⚠️ Warning: Only contractor users can view this information, in line with GDPR policy.