When a user requests a forgotten username or password, they may get an email or error message on the login page prompting them to contact a Club Admin for help. This happens when an account is missing a username, email address, or both. Use the steps below to update this information.

Error Message via Email: Missing Username

If the user has an email address, but no username, associated with their account, they will get an email instructing them to contact their Club Admin.

To add a username, enter the user’s Account Settings and click on the ‘Security’ tab. At the top is the ‘Username’ field. Add the username here and click 'Save Username'.

Error Message on Log In Page

This error message is due to one of three issues:

1. The User’s Account Has No Email Address On File

To add an email address, enter the user’s Account Settings and click on the ‘General’ tab. Find the email field under Contact Information. Add the email address and click ‘Save Contact Information’.

2. The User’s Account Has Been Deleted

Enter User Search and click the 'Include Deleted' checkbox on the bottom left corner of the page. Then search for the user.

A list of users should appear. Click the 'Search Actions' drop-down menu at the top of the list, and select 'Delete/Undelete Users'. A pop-up window will appear. Click 'Undelete', then 'Go'. You may want to double check the restored user's account to make sure it includes both a username and email address.

3. The User’s Email Address is Being Shared By Multiple Accounts

It's best practice to dedicate an email address to only one Club OS account at a time. If two or more people share an email address, there may be multiple Club OS accounts associated with it. Find this by entering the email address in User Search.

Consult the users who are sharing the single address. Ask them to choose a user account to keep the existing address, and to choose a different email address for the other account. (They may need to create a new one on their own.) Then, update the other account with the new email address: Enter the user’s Account Settings and click on the ‘General’ tab. Find the email field under Contact Information. Add the email address and click ‘Save Contact Information’.