When a volunteer tells you "I can't log in", it's almost always one of a few things: they haven't confirmed their email, they have resigned, or they're using the wrong email or the wrong link. Here's how to find the cause and what to do about it.
What to know about logging in
A login (email and password) belongs to you as the organizer, not to a single event. The volunteer uses the same login for all your events and years. If they change their password in one place, the new password works across all your events.
With another organizer on Crewstack, the person has a completely separate login, even with the same email.
The volunteer has to log in through the link for the event they signed up for. If they use the link for one of your other events, they are turned away.
The Crewstack app has its own passwordless login. See The Crewstack app further down.
What does the message mean?
Ask the volunteer to tell you exactly what the screen says. The message usually tells you what's wrong.
The message | Cause |
|---|---|
Invalid email or password. | Wrong email or password, or the person is a passive user. |
You have to confirm your email address before continuing. | The person hasn't clicked the link in the confirmation email. |
Member not found for [event]. Try to sign up instead. | Email and password are correct, but the person isn't signed up for this event. They're using the wrong link, or they never signed up for it. |
You have resigned from [event]. Please contact [event] to be reasigned. | The person has resigned. |
You are blacklisted from [organizer] and are therefore not allowed to sign in. | The person is blacklisted. |
This link is no longer valid. … | The password reset link is more than 6 hours old. The person needs to request a new one. |
Find the person and check their status
Go to Members.
Click Show advanced.
Set Confirmed, Completed signup, Resigned and Blacklisted to All.
Type the person's email in the search field at the top and click Search. Search by email rather than name, because the person may not have got as far as entering their name.
Note: By default, Members only shows people who have confirmed their email and completed signup, and who are neither resigned nor blacklisted. So the very people who can't log in are hidden until you change the filters. Team leaders don't have these filters and can't find them at all. An admin has to help.
If you still can't find the person, see Jeg kan ikke finde en person i søgningen.
The icon to the left of the name shows the person's status. The legend is also shown above the table.
Icon | Status | Can the person log in? |
|---|---|---|
Grey circle | Email not confirmed | No |
Red circle | Signup not completed | Yes, and is sent on to the signup |
Yellow circle | On waitinglist | Yes, but only sees the waiting list page |
Green circle | Signup completed | Yes |
Green check mark | Accepted shifts | Yes |
Green ticket | Checked in (only if you use tickets) | Yes |
Red cross | Resigned | No |
Check this
Grey circle: Email not confirmed
The person hasn't clicked the link in the confirmation email they got when they signed up. Until they do, they can't log in. A new password won't help.
Open the person's profile.
Click Resend confirmation email.
Ask the person to check their spam folder and click the link in the new email. That logs them in, and they can carry on with the signup.
The person can also click Didn't receive confirmation instructions? on the login page themselves.
Tip: If many people need the email again, select them in Members and choose Batch actions > Resend confirmation email.
If the email still doesn't arrive, see Mine medlemmer modtager ikke bekræftelses-mailen.
Red circle: Signup not completed
The person has confirmed their email but hasn't made it all the way through the signup. When they log in, they're sent back to the signup, and the answers they've already given are saved. If they get stuck along the way, see Frivillige sidder fast i tilmeldingen.
Red cross: Resigned
The person has been resigned from the event, either by themselves or by an admin. They can neither log in nor sign up again on their own. Open the profile and click Restore. See Frameldte brugere – find og gendan.
Blacklisted
A blacklisted person also has a red cross, and their profile shows a red box saying Blacklisted. Blacklisting applies to all your events, so the person can't log in anywhere with you. If it was a mistake, click Un-blacklist in the red box. See Frameld, blacklist eller slet en bruger.
Passive user
Passive users have no password, and their email was made up by the system, so they can't log in. To give them a login:
Open the profile and click Invite at the top.
Enter the person's real email and click Invite.
The person gets an invitation by email, where they choose their own password.
See Passive brugere.
Green status, but the person still can't log in
Check that they're using exactly the email shown on the profile.
Check that they're using the link for the right event and the right year.
Ask them to click Forgotten your password? on the login page. The link in the email works for 6 hours, and only the link in the most recent email works.
You can also correct the person's email or give them a new password: open the profile, click Edit Member and change the fields under Login.
Note: Email and password are shared across all your events. If you change them here, you also change the person's login for your other events.
The Crewstack app
The Crewstack app doesn't use passwords. This is how the volunteer logs in:
Open the app, enter the email and tap Send me a link.
Crewstack sends the email Your Crewstack login with a button and a 6-digit code.
Tap Open Crewstack in the email on the phone where the app is installed. Or type the code into the app and tap Sign in.
The link and the code work for 15 minutes and can only be used once.
If it doesn't work:
No email arrives. The app gives the same answer whether the email exists or not. An email is only sent if the address belongs to a person who is signed up for an event that has the app switched on and isn't hidden, and who is neither resigned, blacklisted nor passive. Check the person in Members, and ask them to look in their spam folder.
That code is wrong or has expired. Ask for a new email. The code is more than 15 minutes old, has already been used, or has been typed wrong too many times. Ask the person to tap Send a new email and use the code from the most recent email. There has to be 30 seconds between each new email.
Too many attempts. Try again in … min. Too many emails or codes were requested in a short time. The person has to wait the number of minutes shown.
The link opens a page called "Open the Crewstack app". The app isn't installed on the device where the email was opened. Ask the person to install the app, or type the code into the app on their phone.
The page says "Open Crewstack in the app". The person is on the website in a browser. You can only log in inside the app, which you get from the App Store or Google Play.
Note: If the person is in more than one of your events, the app logs them in to the newest one. The app only finds signups from the last 18 months.
The Crewstack app is included in some plans and is switched on on request. Contact us if you want it switched on for your event.
Two-factor authentication for admins
Admins can switch on Two-factor authentication in the user menu at the top right. After typing their password, they then have to enter a six-digit code from an authenticator app every time. Two-factor authentication belongs to the person's login, so it applies in all your events.
If an admin can't get past the Two-factor authentication page:
The code is rejected. Check that the phone's clock is set automatically. The code changes every 30 seconds.
Too many failed attempts. Please wait 15 minutes and try again. After 10 wrong codes, logging in is locked for 15 minutes.
The phone is lost. Use one of the 8 backup codes shown when two-factor authentication was switched on. Each code works once. Then go to Two-factor authentication, click Disable (this needs another backup code) and switch it on again on the new phone. The person then also gets new backup codes.
Both the phone and the backup codes are lost. Neither you nor any other admin can reset it. Contact Crewstack support, who can switch two-factor authentication off so the person can set it up again.
See what the person sees: Log in as
If the person can log in but sees something other than you expect, you can log in as them:
Open the person's profile.
Click Log in as. If the profile has many actions, it's under Actions.
You now see Crewstack exactly as the person does. When you're done, open the user menu at the top right and click Stop 'log in as'.
Limits:
Only admins and super admins can use Log in as.
The person has to be signed up for this event and must not be resigned.
If you are an organizer admin yourself, you can log in as anyone in the event. If you are an event admin or super admin, you can't log in as an organizer admin, and only super admins can log in as another super admin.
If the person is also in other events of yours, only organizer admins can log in as them.
You can neither see nor change the person's two-factor authentication.
Note: Anything you save while logged in as someone else is saved in their name. Log in as doesn't test the person's password, so use it to see what they meet once they're logged in.
See also Se hvad dine medlemmer ser.