Important: Follow the checks in the order provided. Do not reset the password until you have confirmed that the credentials are correct and the account is active and unlocked.
1. Identify the Login Issue
Before resetting the password, confirm what happens when the user attempts to log in:
Does an error message appear?
Does the issue occur in a specific application or platform?
Can the user log in from another browser, device, or application?
Request a screenshot of the error if necessary.
2. Verify the Credentials
Confirm that the user is entering:
The email address associated with their Readi account.
The correct password for that account.
The email address without extra spaces or spelling errors.
Compare the email address provided by the user with the one registered in the system.
3. Check Whether the Account Is Locked
Multiple failed login attempts may temporarily lock the account.
Go to the user’s profile editing page.
Check whether the account is locked.
If applicable, remove the locked status.
Ask the user to try logging in again.
4. Verify the Account Status
Confirm that the account is active. If the account is deactivated or has expired:
Go to the user’s profile editing page.
Clear the Deactivate Account checkbox.
Save the changes.
Ask the user to try logging in again.
5. Reset the Password
If the credentials are correct and the account is active and unlocked, proceed with the password reset:
The user can reset their password from any application they have access to: ReadiOne, ReadiSync, or ReadiSupervise.
6. If the Password Reset Does Not Work
Complete the following checks in order:
Confirm the email address: Verify that the user is using the email address associated with their Readi account.
Check the password reset email: Ask the user to check:
Their inbox.
Their Spam or Promotions folder.
The most recent password reset email.
Note: If multiple password resets are requested, different emails and links will be generated. The user should always use the most recent link.
Check the internet connection: Confirm that the user has a stable connection throughout the process.
Try another browser or device: Ask the user to attempt the reset using another method:
Another browser or device.
Another compatible application: ReadiOne, ReadiSync, or ReadiSupervise.
Update the application: If the reset is performed through an application, confirm that it is updated to the latest version.
Clear the cache and cookies: If the reset is performed through a browser, ask the user to clear the browser’s cache and cookies before trying again.
Temporarily disable browser extensions or VPN: Ask the user to temporarily disable any browser extensions or VPN connection and try again.
Next Steps:
If the issue persists after these troubleshooting steps, escalate the case to the support team for further investigation.