Claiming Accounts on Pike13: Troubleshooting Guide
As a Pike13 business owner, you are responsible for helping both your clients and staff successfully claim their accounts, ensuring they have full access to services, scheduling, and communication on your site. However, sometimes issues can arise during the process—whether it's a client not receiving their welcome email or a staff member struggling to sign in for the first time. You may even encounter difficulties claiming your own account, especially if you're setting up the system for the first time during your trial.
In any case, unclaimed accounts can prevent important functions like booking services, managing staff profiles, or even receiving notifications. Fortunately, there are a few troubleshooting steps you can take to resolve these issues quickly, ensuring a smooth onboarding experience for everyone involved.
The guide below outlines common problems related to claiming accounts and receiving email notifications, along with solutions to help you address these challenges efficiently.
Common Issues When Claiming Accounts
Didn't Receive the Welcome Email
One of the most common issues when claiming accounts is that the recipient doesn't receive the welcome email. This can often be due to a typo in the email address entered during account creation. If there’s an error, the welcome email won’t reach the intended recipient, causing delays in the account claiming process.
Double-Check for Typos in the Email Address
Before anything else, double-check that the email address entered for the client or staff member is correct. Look closely for common errors, such as:
- Misplaced symbols
- Extra spaces
- Missing characters (e.g., ".com" might be missing at the end of the email)
How to Correct the Email Address
If a typo is found, follow these steps to update the email address and resend the welcome email, or watch the short video below:
-
Edit the Profile
- Go to the client or staff member’s profile.
- On the right-hand dashboard, click on Edit Profile.
-
Update the Email Address
- In the profile editor, correct the email address.
- Scroll down and click Save to apply the changes.
-
Resend the Welcome Email
- After saving the new email address, return to the profile.
- On the right-hand side, select Send Welcome Email to resend the email with the updated information.
By following these steps, the correct welcome email will be sent, allowing the recipient to claim their account and complete their profile.
Redirected to 'Check Your Email' Page
- This occurs when the individual already has an account with another Pike13 business. Ask them to check their inbox for the "Please confirm your email address" email, then click the link to confirm their account.
- If they don’t remember their password, they can reset it by selecting the "Forgot Password?" option.
Specific Issues During the Trial
Email Credit Limits in the Trial
- If you're still in the trial period and have exhausted your email credits, emails (like the welcome email) may not be sent. Reach out to your Pike13 sales rep to request additional email credits.
Need Additional Help? If you're still having trouble or need further assistance, reach out to your sales rep for help.