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Here are some common issues users run into when logging in or registering, and how to fix them.
Forgotten password?
Forgotten password?
No worries! Just click the "Forgot your password" link on the login page:
No worries! Just click the "Forgot your password" link on the login page:
The reset password link is only valid for 6 hours as a security measure. If you get an 'invalid token' message try requesting another reset email.
Still unable to login?
Still unable to login?
If you're not receiving a reset password email, please contact Opus support.
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 (shown in the Linked to the Wrong Employee Record? section of this article) and re-register them.
Incomplete Registration
Incomplete Registration
If a user only completes the initial part of the registration process (creating an account) but doesn't link their account to their employee record—or if they sign up for an Opus account independently—they will still reach the My Dashboard page. However, they won't see an inbox, and their training panel will appear as follows:
This means that they have logged in, but because the Opus Compliance Cloud account they are using is not linked to an employee account, they will not have access into your site on the system.
This means that they have logged in, but because the Opus Compliance Cloud account they are using is not linked to an employee account, they will not have access into your site on the system.
To resolve this, follow our step-by-step guide here to correctly register the employee. This time, they should select "Sign In" rather than "Sign Up" in order to link the correct employee record to their existing Opus account.
Note: If their employee record already appears linked — i.e. the blue 'Link to Opus Account' button no longer shows next to their name in the employee list, or the 'Unlink from Opus Account' button (in red) appears on their Manage Employee Record page — this indicates that they are not signing in with the Opus account currently linked to that employee record. In most cases, this means they have accidentally created a second account.
In this situation, ask them to log out (by clicking on their avatar in the top-right corner), and then sign in again using their original Opus account. Alternatively, if the employee no longer has access to their linked account, you can unlink and relink the employee following the steps below.
Linked to the Wrong Employee Record?
Linked to the Wrong Employee Record?
Oops! If an Opus account is linked to the wrong employee record, here's what to do:
Oops! If an Opus account is linked to the wrong employee record, here's what to do:
Step 1
Step 1
From My Dashboard, click on "Pick workspace" and select the site where the employee record is located at.
Step 2
Step 2
From the site inbox page click the 'Switch to Manage Mode' button
Step 3
Step 3
Click 'All Employees' on the manage sidebar:
If you can't access this, ask another manager or Opus to help you.
Step 4
Step 4
Find the person you're looking for and click on their name:
Step 4
Step 4
On the employee record page, click the 'Unlink from Opus Account' button.
Step 5
Step 5
On the confirmation page, click "Confirm unlinking"
Now the Opus account has been unlinked from this employee!
Now the Opus account has been unlinked from this employee!
If needed, send the correct registration link to the correct user an re-register them following our guide here. They should choose "Sign In" instead of "Sign Up" this time to link the correct employee to their existing Opus account.
If needed, send the correct registration link to the correct user an re-register them following our guide here. 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
Incorrect Display Name Showing
Opus Compliance Cloud shows the display name of the logged in user.
Opus Compliance Cloud shows the display name of the logged in user.
If the display name is incorrect, please guide the employee through the following troubleshooting steps:
If the display name is incorrect, please guide the employee through the following troubleshooting steps:
Step 2
Step 2
If the name displayed at the top of the page (highlighted below in red) is incorrect, then the employee is linked to the wrong employee record.
Please unlink and relink this employee record following the steps in the Linked to the Wrong Employee Record? section of the article (above).
If the name displayed is correct, please continue ...
Step 3
Step 3
If the name displayed next to "Signed in as ..." in the top right of the page (highlighted below in red) is incorrect, then the employee's display name is incorrect.
Please follow the next steps to correct the employee's display name.
Step 5
Step 5
Correct the display name and select 'Save changes'.
Email has already been taken
Email has already been taken
Have you tried to sign up for an Opus account but you are getting the following error message?
Have you tried to sign up for an Opus account but you are getting the following error 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?
Need to Change Email Address?
If you need to change the email address used for your Opus account, follow the steps below:
If you need to change the email address used for your Opus account, follow the steps below:
Step 2
Step 2
Change your email address and select 'Save changes'.
Step 3
Step 3
You will recieve an info message like this. Please verify your new email address.
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
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.
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.
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