What to do if a client says their username or password isn't working for your modules in Coach Builder Pro (CBP)

Step-by-Step Guide to Resolving Login Issues for Your Module Section in Coach Builder Pro

1. Identify the Issue: Confirm that the client has received their login information (either delivered automatically after enrolling through your checkout page or delivered by manually providing them with access to your offer) - more information on granting access to your modules in this guide. If their email address appears to be correct, and they experiencing issues logging in, the password that was generated might be the issue.

2. Navigate to Login Page:

   • Go to the login page of the modules and attempt to log in with their email as the username and the provided password. (checking to make sure they copy/pasted their info correctly)

3. Password Reset:

   • If the login attempt fails and says "Invalid email or password", perform the following steps yourself:

   • Find their "Contact" in your account and scroll down to where you would manually grant someone access to the modules. Click on “Change Password”.

4. Generate New Password:

   • Click on “Generate a Strong Password” to create a new, secure password automatically.

   • Ensure the option to “Send an Email Notification” is checked. This will notify the client of their new login details.

5. Reset and Notify:

   • Click “Reset Password” to finalize the changes.

   • An email will be sent to the client with the subject “Password Reset” or “Forgotten Password Request,” containing the new password.

6. Client Login Attempt:

   • Instruct the client to click the link provided in the email, which will lead them to the login page.

   • Have them log in using their email as the username and the new password provided in the email.

7. Confirm Access:

   • Confirm with the client that they are now able to access the modules successfully.

8. Troubleshooting Recurring Issues:

   • If the password issue occurs frequently, reach out to Coach Builder Pro support for assistance.

   • Provide details of the recurring issue to support so they can help streamline the process and ensure correct information is sent initially.

Important Notes:

• Changing the password is usually a quick fix for this issue.

• Always ensure the client's email is correct, as it is used as their username.

By following these steps, you should be able to efficiently resolve any login issues for your clients so they can access your modules!