Sign In, Activate, and Reset Troubleshooting

When To Use This#

Use this when a business user is stuck before they can reach the main Hello Sniff business app.

Before You Start#

• Start with the exact page the user sees: sign-in, activation, password reset, or Business Not Found.
• Confirm the business link and staff email before changing access.
• Do not copy full invite or reset links into support notes.

Choose The Right Recovery Path#

• If the user has an active account but forgot the password, use Reset Your Password.
• If the user has an invitation and has not created a password, use Activate a Staff Account.
• If the user sees Business Not Found, check the business staff app link with an owner or admin. See Business Account Not Found.
• If the user is creating a new business, use Create Your Business Account.
• If a signed-in user opens a sign-in, activation, or reset page, Hello Sniff may send them directly into the business app.

How Account State Changes The Path#

• The correct path depends on account state: new business signup, invited staff activation, active staff sign-in, or password reset.
• Business link problems happen before normal staff access can be reviewed.

When Access Still Does Not Work#

• For login errors, confirm the email, password, activation state, and business link.
• For activation errors, request a fresh invite from an owner or admin.
• For reset errors, request a new reset link or ask an owner/admin to send one from the Access page.
• If access needs to be changed, an owner or admin can review it in Manage Access and Invites.