1. Confirm the user’s login ID is correct. This should be the email address associated with their account, which can be viewed in the Users section under Admin Controls.

2. Hover over the email icon to view the email address associated with the user’s name. Be sure their setting for Active is “On” so they can log in.

3. Use this page to confirm that the user has accepted their invitation to Encompass-CX. If not, you will need to select the "Reinvite user" button to send them a new invitation email.

If the user has accepted the invitation and you confirmed their login ID is correct, direct them to the “Forgot Password” feature to update their login information.