We hear ya, buddy – you've got important stuff to do in your FULL FABRIC account, and you need to get in ASAP! If you have any questions about signing up and logging in to FF, check out this article; but if you need help troubleshooting, you've come to the right place!

So, without further ado, here are the most frequent problems related to access and the solutions to fix them. ✌️

The activation link has expired. What to do now?

You didn't click the activation link on time, huh? It happens! What matters now is generating a new link. For the sake of clarity, we'll break this down by staff accounts and non-staff accounts.

If you're wondering, "non-staff accounts" encompasses the accounts of prospects, applicants and everybody in the student body, and the reason for inclusion here is that if an applicant gets in trouble and reaches out for help, staff should know what to do, and the same applies to staff users who are in the process of creating test users for themselves.

Courses of action for STAFF ACCOUNTS

Do one of the following:
     a) Prompt a new activation email yourself by registering like an applicant, for which you must use the same email address as was used to create the staff account.
     b) Ask FULL FABRIC to resend the activation email (we'll notify you when it's sent).

The new link will be functional for 48 hours. 🙂

Courses of action for NON-STAFF a.k.a. APPLICANT ACCOUNTS

Do one of the following:
     a) Register again (or, if you're helping someone, tell them to register again), either by repeating the steps here or by clicking the expired activation link to be directly redirected to a new sign-up form.
     b) Ask FULL FABRIC to resend the activation email (we’ll notify you when it’s sent).
     c) Resend the activation link yourself using your staff account, provided you have the required permissions. To do so, sign in as staff, enter the user’s profile and click Send new activation email under Summary (right sidebar).

The new link will be functional for one hour. 

If you did b) or c) to give someone a hand, remember to tell them that a new activation email has been sent and that they have the next hour to use the link therein, otherwise they might miss it. 😇

How can I let new registrants know that they have one hour to activate their accounts?

By customising the text in the confirmation email to add that information. Could be a simple line like: "Please note that this activation link is only valid for one hour. If you fail to access the link in that period of time, you'll need to register again; to that end, click the expired activation link to be taken to a new form or go back to (insert address to signup page)." For instance:

If you decide to take this suggestion, get in touch with us to update the text according to your wishes. 🤙

Why didn’t I (or somebody else) receive the activation email?

If an applicant or staff member didn't receive the activation email, the likeliest reason is that it went straight to a Spam or Junk inbox, so naturally the first step is to look inside. 🗑 Upon finding the email there, the next step should be to mark it as not being spam / junk, or else the activation link won't work.

Another common reason is that the profile email address is wrong. 🤷🏽‍♀️ Our team can easily verify if that's the case and amend the address by being supplied the correct one along with the first and last name of the user.

Thirdly – and usually this only happens with applicants –, it could also be the result of users registering with profile email addresses from private domains (like company email addresses) and firewall settings blocking incoming messages from certain remote mail servers. The solution is to use a replacement email address, preferably from a public mail server (such as Gmail, GMX, AOL, etc.) Just tell us the new address and we'll replace it for you! 👌

I (or somebody else) forgot my password! How can it be recovered?

By requesting a password reset! This works for both applicant and staff accounts.

     1) Click Forgot your password? in the homepage

     2) Insert your profile Email Address and press Send me a new password
     3) You'll immediately receive an email with a reset link you must click to then pick a new password (which must be six-characters long and contain at least one letter and one digit)

Why didn’t I (or somebody else) receive the reset password email?

This is relatively rare, but not impossible! 🧐 Search in your Spam or Junk inbox. If the email ended up there, first mark it as not being spam or junk, at which point the reset link will be operational for you to follow.

Alternatively, you may ask us to override and provide you a temporary password. However, upon signing in you are compelled for the sake of security to change it as soon as possible. To do so:

If staff users want to change their password:

     1) Click your picture on the lower left-hand corner and choose Profile Settings

     2) Jump to the tab Password and press Change password     3) Fill all three fields with your old and new passwords and tap Change password to save the changes

If applicants want to change their password:

     1) Click on the user name on the top right of the screen and pick SETTINGS

     2) Jump to the tab Password and press Change password     3) Fill all three fields with your old and new passwords and tap Change password to save the changes

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PUBLISHED: January 14, 2019
LAST UPDATED: January 15, 2019 at 1:38 p.m.

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