As an Admin or Manager, you may occasionally find that some users encounter access hurdles when trying to access their Gnowbe programs. While these minor roadblocks can happen at any stage of the learning journey, they are usually quick and easy to resolve.
This guide covers the most common onboarding issues and gives you the exact steps needed to get your learners back on track.
User Issue: "I Didn't Receive My Email Invite"
When a user reaches out saying they cannot find their email invitation, you can troubleshoot the issue by checking these common culprits:
1. The Spam Filter or Firewall
- The Cause: Corporate firewalls can sometimes block automated messages, or the email simply got buried in a crowded spam or junk folder.
- The Fix: Before doing anything else, advise the user to check their spam or junk folder for the missing invitation.
2. The Missing or Incorrect Email Address
- The Cause: The user might not have been added to the group, or their email address was typed incorrectly during the initial invitation process.
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The Fix:
- Navigate to your group's Invited Users list to confirm their status. Learn how here.
- If their email is missing from the list or was entered incorrectly, send a fresh invite to the correct address.
3. The Lost Email
- The Cause: The user is on the Invited Users list with the correct email address, but the original message is simply lost in their inbox.
- The Fix: Manually resend their email invitation directly from the dashboard. Learn how here.
User Issue: "I Can't Find My Programs!"
When a user logs in but can't find their programs in their Gnowbe Library, it usually comes down to a few reasons. Here is how to resolve it:
1. The "Wrong Email" Mix-Up
- The Cause: The user may have created an account with their personal email address instead of the corporate email address you invited them with.
- The Fix: Remind the user that program access is tied strictly to the exact email address that received the invitation. Ask them to verify their logged-in email and switch accounts if necessary.
2. The Wrong Workspace
- The Cause: If they are using the correct email address, they might simply be in the wrong workspace. Some users belong to multiple Gnowbe workspaces and need to manually switch between them.
- The Fix: Advise the user to navigate to your specific workspace from their homepage. You can send them [this help article] to walk them through the process.
3. The Missing Deployment
- The Cause: The user is logged into the correct email and workspace, but the program hasn't actually been shared with their specific user group yet.
- The Fix: As an admin, double-check your dashboard to ensure that you have successfully deployed and enabled the program to the group this user belongs to.
User Issue: "I Forgot My Password"
It is bound to happen—users will occasionally forget their Gnowbe account password and reach out to you for help getting back in.
1. The Password Reset
- The Cause: The user simply cannot remember their login credentials and is locked out of their account.
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The Fix:
- Direct them to the Gnowbe web login page or mobile app and have them click the Forgot Password link. You can also send them [this help article] to walk them through the exact steps.
- Be sure to remind the user to check their spam or junk folder if the password reset email doesn't arrive within two minutes!