Boost recurring donations this giving season with the upsell prompt!Almost every sign-in problem with Soapbox Engage Onsite comes down to the account rather than the password. Work through these in order.
The account is not at a high enough level
Engage Onsite can only be opened by accounts in the Manager, Administrator, or Super Administrator groups.
An account below that level — Registered, Author, Editor, Publisher, or any custom group you have created — can sign in to your website but is refused by the app. This is the most common cause, particularly for volunteers whose accounts were created for something else.
To fix it:
- Open the User Manager in the administrator.
- Click the person's name.
- For Group, select Manager.
- Click Save.
Ask them to sign in again.
Note: Custom groups do not work even when you have given them broad permissions elsewhere on your site. The app accepts the three named groups only.
The username or password is wrong
The app uses the same username and password as your Soapbox administrator. If the person cannot sign in to the administrator either, reset their password in the User Manager.
The account is blocked
A blocked account cannot sign in anywhere. Check the person's status in the User Manager.
The passkey is on a different device
A passkey is registered per device. Someone who set one up on their own phone will not find Use Passkey working on a borrowed tablet — they sign in with their username and password there, and can add a passkey to that device from Profile if they will use it again.
They were signed in a moment ago
If someone was working and has been returned to the sign-in screen, their session has ended after a period of inactivity. Signing in again is all that is needed, and nothing in progress is lost.
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