In line with maintaining safety and security of systems, SoupedUp has made some changes over recent months, which included auto-deactivation of unused accounts greater than 3 months. In addition, please also note, SoupedUp Support cannot manage your active or new user updates or access requirements.
Client Administrators for SoupedUp are provided at the time of implementation of SoupedUp and Administrators have the highest level of access to your SoupedUp application and you need to be an Administrator in order to manage and edit user profiles.
Troubleshooting:
- Unable to locate existing user - Check user profile status 'inactive'.
- Re-activate existing user from 'inactive' to 'active' - Go to user management and use filters including 'inactive' status to search for the user profile. Edit user profile and update from 'inactive' to 'active' and save.
- Attemped to create a new user and error indicator that email address is already in use - You will need to locate the previous user (inactive user) and edit the email address and save, before creating a new user with the previously used email address.
Once the reactivation is completed, the user can simply return to SoupedUp log in page to log in OR request a new password using the 'forgot password' option:
- go the SoupedUp login page
- type in your email address
- click on NEXT and enter
- click on 'forgot password'
- locate the password reset email in your inbox (note check all inboxes including spam, junk, etc if unable to locate in your general inbox).
- follow the prompts in the email to 'reset password.
To locate and edit 'inactive' user profile:
- Click on Administration from the navigation pane.
- Select Users.
Use the Show/Hide Filters to search for the chosen User by multiple filter options as indicated below.
For example, use the 'By Status' Filter to search for 'inactive' or 'active' users and refine your search by adding name or email address in the filter options:
