SayPro User Troubleshooting Guide

Objective:

This guide is designed to help SayPro users resolve common authentication issues that may arise during login, account recovery, and authentication setup. By following the troubleshooting steps, users can quickly address problems and regain access to their accounts.

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1. Forgotten Password

Issue:
User is unable to log in due to a forgotten password.

Steps to Resolve:

1. On the login page, click on the “Forgot Password?” link.
2. Enter the email address associated with your account and click Submit.
3. Check your email inbox for a password reset link.
   • If you don’t see the email, check your Spam or Junk folder.
4. Click the reset link in the email to open a new page.
5. Enter a new password that meets the required password strength criteria (minimum 8 characters, includes numbers, symbols, and uppercase letters).
6. Click Save/Submit to update your password.
7. Return to the login page and enter your email and new password to log in.

Additional Help:
If you do not receive the reset email or continue to have issues, contact SayPro Support for further assistance.

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2. Incorrect Email or Username

Issue:
User cannot log in because the email or username is incorrect.

Steps to Resolve:

1. Double-check the email or username you’re entering.
   • Ensure there are no typos or extra spaces.
   • Make sure that the email is the one associated with your SayPro account.
2. If you are unsure of your email or username, try using the email address you would have used during the sign-up process.
3. If you still can’t remember the correct email, check your email accounts for past SayPro emails that might contain your username or login information.

Additional Help:
If you still can’t find the correct email or username, contact SayPro Support to retrieve your login information.

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3. Multi-Factor Authentication (MFA) Issues

Issue:
User is unable to authenticate using Multi-Factor Authentication (MFA).

Steps to Resolve:

1. Ensure that the MFA method (e.g., SMS, authenticator app) is correctly set up.
2. If you are using an Authenticator App (e.g., Google Authenticator, Authy):
   • Open the app and check if the code for SayPro is still valid. MFA codes typically expire every 30 seconds.
   • Re-enter the 6-digit code promptly.
3. If you are using SMS-based MFA:
   • Ensure your phone number is correct and that you can receive SMS messages.
   • Wait a few minutes for the code to arrive in case of network delays.
   • Resend the code if you didn’t receive it within a reasonable time.
4. If MFA continues to fail, you may need to disable MFA temporarily through your account settings or contact SayPro Support for assistance.

Additional Help:
If you cannot resolve MFA issues, SayPro Support can assist with resetting or troubleshooting MFA settings.

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4. Account Locked Due to Multiple Failed Login Attempts

Issue:
Your account is locked after multiple failed login attempts.

Steps to Resolve:

1. If your account is locked, wait for the lockout period (usually 15 minutes to 1 hour) before attempting to log in again.
2. If you continue to experience issues, check to ensure you’re entering the correct email and password.
3. Reset your password using the “Forgot Password” link if you can’t remember it or suspect you’ve entered the wrong password.
4. If the account is still locked after the waiting period or password reset, contact SayPro Support to request manual unlock or further assistance.

Additional Help:
SayPro Support can help expedite unlocking your account or reviewing any suspicious login attempts.

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5. Account Recovery Issues

Issue:
User is unable to recover their account via email or phone number.

Steps to Resolve:

1. On the account recovery page, enter the email address or phone number associated with your account.
2. If you don’t receive a recovery link or code, ensure that your email address or phone number is correct.
   • Check your Spam or Junk folder for emails.
   • Ensure your phone number can receive SMS or voice calls.
3. If you no longer have access to the email or phone number used during account creation, contact SayPro Support for further assistance.
4. Be ready to verify your identity (e.g., by providing past transaction details or any other information associated with your account).

Additional Help:
If you cannot recover your account using the self-service options, SayPro Support can manually assist in verifying your identity and recovering access.

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6. Social Media Login Issues (Google, Facebook, etc.)

Issue:
User cannot log in through social media accounts (e.g., Google, Facebook).

Steps to Resolve:

1. Ensure that the social media account (Google, Facebook, etc.) is still active and connected to your SayPro account.
2. If you’ve changed the social media account’s email address or password, this may affect your ability to log in.
3. Check for any security alerts or issues with your social media account (e.g., account suspension or 2FA).
4. If the social media login is still failing, try logging in with email and password instead.
5. If you’re still unable to log in through social media, disconnect and reconnect your social media accounts through SayPro account settings.

Additional Help:
If the issue persists, SayPro Support can assist in linking your social media account or offer an alternative login method.

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7. Browser or Device-Specific Issues

Issue:
Authentication issues are specific to one browser or device.

Steps to Resolve:

1. Clear your browser cache and cookies:
   • In Chrome: Go to Settings > Privacy > Clear browsing data.
   • In Firefox: Go to Options > Privacy & Security > Cookies and Site Data > Clear Data.
2. Try using a different browser or device to log in (e.g., try Chrome if you’re using Safari, or log in from your phone if you’re using a desktop).
3. Disable any browser extensions that may interfere with authentication, such as ad blockers or privacy tools.
4. Make sure that your browser is up-to-date to avoid compatibility issues.

Additional Help:
If troubleshooting in different browsers or devices does not resolve the issue, contact SayPro Support for assistance.

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8. General Authentication Issues

Issue:
User is experiencing general authentication problems (e.g., system errors, unexpected login redirects).

Steps to Resolve:

1. Check for system outages: Visit SayPro’s Status Page to see if there are any ongoing authentication system outages.
2. Update your browser or try accessing SayPro on a different device.
3. If you encounter an error message, note down the error code or message and contact SayPro Support for clarification or troubleshooting.

Additional Help:
If the issue is persistent, provide the error details to SayPro Support for further investigation.

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9. Contacting Support

If you’ve followed all troubleshooting steps and are still unable to resolve the issue, contact SayPro Support by:

• Email: support@saypro.com
• Phone: (Insert SayPro support phone number)
• Live Chat: Available on the SayPro website.

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Conclusion

This troubleshooting guide is designed to help users resolve common authentication issues. By following the provided steps, users can address many problems independently. For more complex issues, SayPro’s support team is always available to assist with account recovery, system errors, or security-related concerns.