{"id":6317,"date":"2026-01-19T16:16:38","date_gmt":"2026-01-19T16:16:38","guid":{"rendered":"https:\/\/mediastore.support\/?p=6317"},"modified":"2026-05-05T13:29:05","modified_gmt":"2026-05-05T13:29:05","slug":"login-troubleshooting","status":"publish","type":"post","link":"https:\/\/mediastore.support\/?p=6317","title":{"rendered":"Login Troubleshooting"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\"><p>Use this guide to diagnose and resolve the most common user login and registration issues in MediaStore.<\/p>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;margin-bottom:50px;width:100%;\"><div class=\"fusion-separator-border sep-single sep-solid\" style=\"--awb-height:20px;--awb-amount:20px;border-color:#e2e2e2;border-top-width:1px;\"><\/div><\/div><div class=\"fusion-text fusion-text-2\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"5\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"2\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">1. Confirm the User Has an Account<\/h3>\n<\/div><div class=\"fusion-text fusion-text-3\"><p>Start by verifying whether an account exists.<\/p>\n<p>In the MediaStore Admin Site:<\/p>\n<ul>\n<li>Go to <strong>User Management<\/strong><\/li>\n<li>Search for the user\u2019s email address<\/li>\n<li>Enable the <strong>Include Deleted<\/strong> filter<\/li>\n<li>Search by the user\u2019s name<\/li>\n<\/ul>\n<p><strong>If the user does not have an account:<\/strong> set up their user and invite them to join (see <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=4824\">Create a New U<\/a>ser<\/span>) or ask them to register.<\/p>\n<p><strong>If the account exists under a different email address:<\/strong> the primary email can be changed if needed (see <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=4816\">Edit Profile<\/a><\/span>).<\/p><\/p>\n<\/div><div class=\"fusion-text fusion-text-4\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"7\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"8\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">2. Check the User Status<\/h3>\n<\/div><div class=\"fusion-text fusion-text-5\"><p>Each User&#8217;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.<\/p>\n<p><strong>If the account is deleted:<\/strong> restore their account via the steps in <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=4841\">Delete or Restore a U<\/a>ser<\/span><\/p>\n<p><strong>If the account is pending:<\/strong> click the three-dot settings menu next to the user, then select <strong>Approve<\/strong><\/p>\n<p><strong>If the account is inactive:<\/strong> click the click the three-dot settings menu next to the user, then select <strong>Invite<\/strong><\/p>\n<p><strong>If the account is invited:<\/strong> click the three-dot settings menu next to the user, then select <strong>Re-Invite<\/strong><\/p>\n<p><strong>If the account is active:<\/strong> proceed to the next step<\/p>\n<p>For more information, see <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6318\">User Status<\/a><\/span>.<\/p><\/p>\n<\/div><div class=\"fusion-text fusion-text-6\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"9\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"12\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">3. Reset the User&#8217;s Password<\/h3>\n<\/div><div class=\"fusion-text fusion-text-7\"><p>MediaStore admins and support agents <strong>cannot<\/strong> view or reset passwords.<br \/>\nHowever, the user can reset the password themselves by:<\/p>\n<ul>\n<li>Going to the MediaStore login page<\/li>\n<li>Selecting <strong>Forgot Password<\/strong><\/li>\n<li>Clicking the link in the <strong>Password Recovery<\/strong> email<\/li>\n<\/ul>\n<p><strong><br \/>\nIf the user does not receive the password recovery email:<\/strong><\/p>\n<ul>\n<li>Ask the user to check their <strong>Junk<\/strong> \/ <strong>Spam<\/strong> folders and add MediaStore to their list of safe contacts<\/li>\n<li>Ensure the email address associated with their account is correct (see <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=4816\">Edit Profile<\/a><\/span> to update)<\/li>\n<li><span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"mailto:support@mediafellows.com\">Request a copy of the MediaStore mail log<\/a> <\/span>to make sure the recovery email was delivered<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-text fusion-text-8\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"11\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"15\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">4. Verify the Login Method<\/h3>\n<\/div><div class=\"fusion-text fusion-text-9\"><p>Ensure the user is attempting to log in through the correct interface.<\/p>\n<ul>\n<li>Client users must log in via the public login page (<strong>Client UI<\/strong>)<\/li>\n<li>Internal users can use the admin site login page (<strong>Admin UI<\/strong>)<\/li>\n<\/ul>\n<p><em><strong>NB:<\/strong> Emailed invite links expire after the account is activated; users must then log in via the website. For forgotten passwords, see <strong>Password Recovery (Step 3)<\/strong>.<\/em><\/p>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-text fusion-text-10\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"13\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"20\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">5. Check for Browser and Connection Issues<\/h3>\n<\/div><div class=\"fusion-text fusion-text-11\"><p>Ask the user to follow the steps in the <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6313\">Basic Troubleshooting<\/a> <\/span>guide.<\/p>\n<p><strong>If the issue persists, contact<\/strong> <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"mailto:support@mediafellows.com\">support@mediafellows.com<\/a><\/span> <strong>with the details:<\/strong><\/p>\n<ul>\n<li>User <strong>name<\/strong> and <strong>email<\/strong> address<\/li>\n<li>User <strong>browser<\/strong> name and <strong>version<\/strong><\/li>\n<li>User <strong>operating<\/strong> <strong>system<\/strong> and <strong>version<\/strong><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;margin-bottom:50px;width:100%;\"><div class=\"fusion-separator-border sep-single sep-solid\" style=\"--awb-height:20px;--awb-amount:20px;border-color:#e2e2e2;border-top-width:1px;\"><\/div><\/div><div class=\"fusion-text fusion-text-12\"><p>&nbsp;<strong>Did this resolve your query? <\/strong>Contact <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"mailto:support@mediafellows.com\">support@mediafellows.com<\/a><\/span> for further help.<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":14,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[580,544,551],"tags":[],"class_list":["post-6317","post","type-post","status-publish","format-standard","hentry","category-access","category-started","category-troubleshoot"],"_links":{"self":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts\/6317","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/users\/14"}],"replies":[{"embeddable":true,"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=6317"}],"version-history":[{"count":6,"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts\/6317\/revisions"}],"predecessor-version":[{"id":7192,"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts\/6317\/revisions\/7192"}],"wp:attachment":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=6317"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=6317"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=6317"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}