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Persistent login issues impacting admissions

Laura Forshay

A number of prospective parents (15+) have contacted us after receiving the “Sorry, something went wrong. Your Blackbaud ID email does not match a user in the system. Please contact your administrator” message when trying to apply to the school. Now we also have a CURRENT parent who had been logging in successfully as of August now encountering this same error. According to the “Improved troubleshooting for Blackbaud ID” feature release, the three circumstances in which this message would appear do not apply to these families. Support is attributing the issue to user error, but we haven't had this issue at all in the past, let alone to this extent. Has anyone else been hearing from parents about this error message?

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Comments

Deanna Thompson

@Laura Forshay Yes, we are experiencing the same issue with our current families who have never experienced issues with logging in previously.

Nancy Kierstead

@Laura Forshay
We have a prospective parent with this issue right now. She is not in our system, nor does any record have the email she is trying to use. She is rightfully frustrated. She can't apply. I figured it was user error, but seeing this, I'm thinking it may be a bigger issue.

Laura Forshay

@Deanna Thompson thanks so much for your reply, it's great to know that we're not alone in this. What guidance, if any, have you been giving to these families? Has Blackbaud support offered any helpful insight into this error?

Laura Forshay

@Nancy Kierstead Thanks so much for your response. When prospective parents reach out to us with this issue, we have been manually adding them as users in Core and sending them the Connect to BBID email. Most are then able to connect after clearing their cache and following those steps. Still very concerning to know that there must be even more people seeing this error who never reach out and simply don't apply.

Nicole Scott

@Laura Forshay I have started seeing a number of prospective parents contacting us in the past week frustrated that they cannot login to complete an application or check their status. I have also had three parents in the past two days reach out about the same error. I could not make sense of it but now I feel like there is something bigger going on from your post.

Liz King

@Laura Forshay I have several parents receiving the following this morning That's odd... Oops! Something went wrong. Something went wrong. Try again or come back later.

Jessi Walters

@Laura Forshay @Deanna Thompson @Nancy Kierstead @Nicole Scott

The error on the BEM page that says “Your Blackbaud ID email does not match a user in the system.” could have a few sources.

We may be receiving a different email address than they actually supplied if 1) they are on SSO with another organization and 2) ever had a name change in that Identity Provider.
They may have hidden their Apple email and not realized it.
There may be another account already logged in on their device, so though they entered the right email address, a different account may be overriding the address they entered. (Think of shared computers at home.)

In any of the scenarios above, I recommend asking them to log into blackbaud.com directly and view the BBID email in their profile. That will rule out or identify a misalignment of email addresses. I'm happy to investigate further, but to protect your families' information, please send me your Support case number, and I'll review information you've supplied confidentially. Note: You can also request to escalate your Support case if the parent is still unable to log in.

Also, are you seeing other applications submitted, or have all submissions ceased? That helps to identify whether it's an identity issue or an EMS issue.

@Liz King

The generic “Oops!…. try again later” message comes from the BBID side of things instead of BEM. Does that issue persist for those families today? If so, please contact Support. Unfortunately, I'm unable to help there since the error occurs before they reach my system

Nicole Scott

@Jessi Walters Thanks for your response on this. We are not having the same current family login issues today that we saw earlier in the week. Once I got each of them on the phone it was the “Oops…” statement that they were getting. As of this morning they have been contacted and are all saying they are able to get in fine.

As for the applications, we are not seeing applications come in right now for people who do not already have an inquiry and a BBID already setup in our system from some previous interaction with them. The hard part is we are in the lowest flow time for our admissions which makes it difficult to know if we are not seeing applications come in for one reason or another.

Jessi Walters

@Nicole Scott Thank you for the additional context. I'll request some help testing on my side to verify we don't have an issue, just to be sure.

Lauren Marcus Eisenberg

@Jessi Walters We are seeing this issue for the first time this year. I've done video chats with prospects to help troubleshoot. In once instance, despite the BB message to the parent of the candidate, they weren't yet in our system. Definitely a new glitch. Echoing what other have said: who knows how may others don't reach out to us? This is a terrible hiccup and we risk loosing prospects.

Lisa Tulchin

@Laura Forshay
A couple of months ago we started seeing an increase in "Sorry, something went wrong Your Blackbaud ID email does not match a user in the system. Please contact your administrator" when trying to start an application?"

There's no record of them in our system at all. Then I find KB 204579, that has a good explanation of how a family can make a "ghost' account that doesn't create a profile at our school, but no way to stop this from happening.

Lisa Tulchin

@Jessi Walters Hi Jessie! We're getting an increase in prospective parents who swear that they signed in and completed an inquiry form, but there's no record of their account, email, name, child's name, anything in our database. I think what is happening is exactly as described in this KB article - KB 204579. Shouldn't Blackbaud stop them from getting to an inquiry form if their email is not in the system? They shouldn't be able to fill out an entire inquire form, without creating an account correct?