Account Access Problems

When To Use This#

Use this page when a customer or business user cannot sign in, finish activation, reset a password, reach the right business account, or find an expected business action after signing in.

Before You Start#

• Confirm whether the user is a customer portal user or a business app user.
• Confirm they are using the correct customer portal or Hello Sniff business sign-in page.
• Do not ask for or record passwords.
• Do not ask for security codes, full reset links, or screenshots that expose private account details.

Sign-In Surface#

• Customer portal users should sign in from the business-specific customer portal.
• Business users should sign in from the Hello Sniff business app.
• Customer portal access and business app access are separate. If the same email works in one place but not the other, check the account type before treating it as a password problem.
• If the business is not found, reopen the exact portal or business app link supplied by the business.

Activation Or Password Reset#

• Activation is for invited or first-time users who still need to finish account setup.
• Password reset is for users whose account already exists but who need a new password.
• If an activation or reset link is expired or invalid, request a fresh invitation or reset email instead of reusing the older link.
• If the email does not arrive, check spam or junk folders and confirm the email address with the business before sending repeated requests.

Missing Business Actions#

• A missing business action is usually an access issue, not a password issue.
• First confirm the user is signed into the correct business account.
• Then confirm the expected page or action applies to that account and record.
• If the action should be available but is still missing, an owner or admin can review staff access on the Access page.

Policy Boundaries#

• Do not promise that an invitation, activation link, reset email, or access change will be available in every case.
• Do not decide who should receive business access from this page. The business owner or admin controls staff access.
• Do not ask users to share passwords, one-time codes, private links, or identity documents in a public support article.

Troubleshooting#

• If sign-in fails, confirm the user is on the right customer portal or business sign-in page.
• If activation fails, request a fresh invitation from the business.
• If password reset fails, request a fresh reset email.
• If the business account is not found, use the exact link supplied by the business.
• If an expected staff action is missing, ask an owner or admin to review access on the Access page.