Problem

Soapbox Engage's administrator interface provides access to managing a Soapbox Engage account.  In certain circumstances, a user might be unable to successfully authenticate to access their account.

Here’s some potential causes and solutions for solving this problem.

 

Possible causes and solutions

1. Incorrect administrator URL (web address)

It is possible that the user is visiting a different URL than the one needed to access the administrator interface.

Confirmation

1. Confirm that the user is visiting one of the following, based on the account's use of a custom domain
   1. Standard domain:  https://<<example.secure.nonprofitsoapbox.com>>/administrator (replace <<example>> with the account's standard domain)
   2. Custom domain:  https://<<engage.example.org>>/administrator (replace <<engage.example.org>> with the account's custom domain)

Fix

1. Have the user use the correct URL.

2. User not assigned to correct user group

It is possible that the user is currently assigned to a user group that does not have access to the administrator interface.

Confirmation

1. Login to the Soapbox Engage administrator as another user.
2. Go to App Launcher > Users > Users.
3. On the User Manager page, click on the name of the user.
4. On the user's page, confirm that the Group set for the user is nested within the "Public Back-end" group.

Fix

1. Change the user's group to a group within the Public Back-end group hierarchy.

Additional help

If this article didn't help solve the problem, please create a new support ticket, and include the following details:

1. Overview of the problem
2. URL of the page in question
3. Custom domain for the Soapbox Engage account (if one exists)
4. Screenshot (including the address bar) or video showing the problem