When Inviting members to your community issues can arise which demand troubleshooting, as administrators of an IGLOO community this information can prove invaluable in this process. Below we will be covering the possible scenarios for a invitee who is having issues joining a private community or member only content. Before we begin it is important to understand the behaviour of a IGLOO community profile. When an individual becomes a member of any IGLOO community they obtain an IGLOO profile, these profiles act as a IGLOO wide profile, meaning they can be used across all IGLOO Communities owned by any client of IGLOO, bringing along your profile details to all communities you are a member of. Issues can stem from users not knowing they have a IGLOO profile already when trying to register on a new community. However there is always messages presented to the user to identify these situations. When a member contacts you pertaining to issues with their log in, it's important to ask what steps have lead to the warning/error message received. You will be able to see in our scenarios that depending on the steps taken by the user it will tell you a lot about the issue. Be sure to let users know that the community is IGLOO powered as some users will be aware they have an IGLOO profile and proceed using those log in details. All support members are able to contact IGLOO Support for complex issues which are not resolved using the below scenarios.

Each invite sent to an email address contains a token, these are unique tokens used to authenticate the user was invited to the community.

Scenario 1

User is invited to your community and they do not follow link in the invitation email

User Experience/Variations:

1. User skips using the link in the email because they are aware of their profile email and log in information from another community, they go directly to the site URL and try to log in.
2. User believes that the process is complete and goes directly to the community URL to gain access to the community.

Warning/Error Received
When attempting to log in both experiences will result in:
Sorry "User Name"
You do not have sufficient access to this area"
Have another account? Sign In

Resolution
The user will be required to follow the link in the email as it contains the token which will authenticate their profile.

Scenario 2

User receives a invitation to your community and is unaware they have used their email address to register with another IGLOO community.

User Experience/Variations:

1. User does not follow link in the invitation email - User must follow link in email
2. User follows link in the invitation email to the registration process