Username and Password Issues for Prospects and Event Attendees

Reed Green

Issues with Usernames and Passwords: We have great difficulty with prospects who attend event then trying to apply or inquire and being locked out of the system. It recognizes their email and thinks they should already have an account. We have the same with prospects as we get list from sending schools which we use to send info regarding Open Houses, etc., but then when the go to apply or inquire, they get locked out. Any work around that someone would suggest? Do other experience this and have the same frustration?

Sarah Bienvenue

Hi Reed, I think there are a couple of different options that may make things a bit easier. First, the event registration form as it stands today, is very similar to the inquiry in that when you process the form it may be creating those users in the system for you. The new event registration form (not out yet) will help with some of this, as you can decide to not create users for the form if you don't want to.

If you're adding prospects into the system, we will recognize them as existing users when they go to inquire or apply- this should not be a problem for inquiries as they'll be able to submit but come through as potential duplicates when you go to process. It will be an issue if they're trying to create an account and apply immediately. I would recommend using the username generator and inviting them to apply/inquire as soon as you can so that they are aware of their login. I've attached a screenshot of what some of our users are doing to help parents get through the process.

Thank you,

Sarah

Bryan Lorenzo

@Reed Green - this is a bit unrelated to your issue but we usually have an issue with parents of past candidates creating duplicate accounts when re-applying. One thing that has helped us is that we added the following verbiage on the Apply Now log-in page.

New Family? Click Create Account. Previously Applied? Email help@xxx.org for account reactivation. Current Family, sign in to your account.

We're limited to a max of 150 characters so we can't add everything we'd like but it has been helpful.

Jim Robb

I have a list that I run manually every couple of weeks, to look for Parents of Candidates who do not have passwords. I then export the results and do a temp password data upload to at least give them the temporary password they need to not get stuck on this initial step. This way they can use the “Forgot Password?” link and get automatic help in setting a password for themselves. In addition, I provide contact info for them to reach out to me if they have trouble.

The list is an Advanced list with User Base > User Role and User Login Security as abjects.

This has been a gripe from day one of the Admissions modules. Here is to a bright future!!