Participant Can't Log In to the Client Panel

If a participant is having trouble logging in to the Client Panel, start by checking their status in the system — it will tell you what to do next.

Check the participant's status

Go to the Participants tab and open the participant's profile. Check their registration status.

Not invited

The participant hasn't received an invitation to register yet. Click the Invite to ActiveNow button directly on their profile — the system will send them an email with a registration link.

Invited

The invitation has been sent, but the participant hasn't used it yet. You can resend it — click the Invite to ActiveNow button on their profile.

Registered

The participant already has an account in ActiveNow. If they still can't log in, continue with the steps below.

Check the email address

Ask the participant to make sure they're logging in with the email address that appears in their profile in your system. You can check the address directly in the participant's profile.

Reset the password

If the participant is using the correct email address but still can't log in — they're entering the wrong password. They can reset it at this link. After entering their email address, they'll receive a message with a link to set a new password.

When setting a new password, the participant should type it manually — not use the browser's autofill. The browser may suggest the old password from before the reset, which would prevent the new password from being saved correctly.

If the participant is trying to log in through the mobile app, it's worth checking whether the app is updated to the latest version. It's also worth making sure the phone's operating system is up to date — outdated software can cause login issues.