Use this guide to diagnose and resolve the most common user login and registration issues in MediaStore.

 

1. Confirm the User Has an Account

Start by verifying whether an account exists.

In the MediaStore Admin Site:

  • Go to Contacts
  • Search for the user’s email address
  • Enable the Include Deleted filter
  • Search by the user’s name

If the user does not have an account: set up their contact and invite them to join (see Create a New Contact) or ask them to register.

If the account exists under a different email address: the primary email can be changed if needed (see Edit Profile).

 

2. Check the Contact Status

Each Contact’s status is indicated by a color-coded circle on their avatar in the Admin UI. Hover over the circle to view the status details.

If the account is deleted: restore their account via the steps in Delete or Restore a Contact

If the account is pending: click the three-dot settings menu next to the contact, then select Approve

If the account is inactive: click the click the three-dot settings menu next to the contact, then select Invite

If the account is invited: click the three-dot settings menu next to the contact, then select Re-Invite

If the account is active: proceed to the next step

For more information, see Contact Status.

 

3. Reset the User’s Password

MediaStore admins and support agents cannot view or reset passwords.
However, the user can reset the password themselves by:

  • Going to the MediaStore login page
  • Selecting Forgot Password
  • Clicking the link in the Password Recovery email


If the user does not receive the password recovery email:

  • Ask the user to check their Junk / Spam folders and add MediaStore to their list of safe contacts
  • Ensure the email address associated with their account is correct (see Edit Profile to update)
  • Request a copy of the MediaStore mail log to make sure the recovery email was delivered

 

4. Verify the Login Method

Ensure the user is attempting to log in through the correct interface.

  • Client users must log in via the public login page (Client UI)
  • Internal users can use the admin site login page (Admin UI)

NB: Emailed invite links expire after the account is activated; users must then log in via the website. For forgotten passwords, see Password Recovery (Step 3).

 

5. Check for Browser and Connection Issues

Ask the user to follow the steps in the Basic Troubleshooting guide.

If the issue persists, contact support@mediafellows.com with the details:

  • User name and email address
  • User browser name and version
  • User operating system and version

 

 Did this resolve your query? Contact support@mediafellows.com for further help.