Troubleshooting Login / Registration Problems
Here are some common issues users run into when logging in or registering, and how to fix them.
Incomplete Registration - when an employee lands on a page that says 'Cannot find what you are looking for'
If a user only completes the first part of the registration process (creating an account) but doesn't link their account to their employee record, they'll see a screen saying "Cannot find what you are looking for".
To sort this out, send them their employee link. They should choose "Sign In" instead of "Sign Up" this time to link the correct employee to their existing Opus account.
Forgotten Passwords
No worries! Just click the "Forgot your password" link on the login page:
If the system says the email address is not recognised then a different or incorrectly typed email address will have been used when registering.
In this case unlink the employee (see below) and re-register them.
Linked to the Wrong Employee Record?
Oops! If an Opus account is linked to the wrong employee record, here's what to do:
If possible, navigate to "Employees" from the site manage page. If you can't access the "Employees" page, ask another manager or Opus to help you.
On the employee screen, click on the incorrectly linked employee record from the table and hit the red "Unlink" button.
On the confirmation page, click "Confirm unlinking"
If needed, send the correct registration link to the correct user. They should choose "Sign In" instead of "Sign Up" this time to link the correct employee to their existing Opus account.
Incorrect Display Name Showing
Opus Compliance Cloud shows the display name of the logged in user.
If the name here is wrong it indicates to that either the previous user has not logged out or that they have shared a device without logging out /in and the other user has overwritten the original display name.
Ask the user to go to My Dashboard and check the name of the employee.
If it is wrong then they have been linked to the wrong employee - fix steps are here.
If it is right then it means that their display name is wrong - you can confirm this by looking at the employee record and viewing the display name.
To fix - direct the user to go to Edit Profile (via thair avatar top right) and change the display name
Email has already been taken
If you have tried to sign up for an Opus account and you get this message:
Then it means that an Opus Account already exists for this email address. From the registration link use the 'Sign In' option instead of 'Sign Up' and log in with this address and your password.
If you have forgotten your password, please use the "Forgot your password" on the log in page.
Need to Change Email Address?
To change your email address, click on your profile avatar in the top right corner (it'll look similar to the below image unless you've added a profile picture).
Click 'Edit Profile':
Enter the new email address and your current password at the bottom:
If everything's good, you'll see a message on the site inbox. You'll also get an email like this:
You'll get an email like this:
Click the "Confirm" button in the email, sign in with your new email address and current password, and you're all set!
Locked Account
If you enter an incorrect password 8 times in a row your account will be locked. You will need to wait an hour for it to be unlocked.
