---
title: Employee and Contact Login Help
description: "Fix employee and contact login problems in Otuvy QM: check user status, resend usernames, send password reset links, and confirm module permissions."
---
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# Employee and Contact Login Help
# Employee and Contact Login Help
## Video Transcript:
If you ever have employees or contacts experience any issues with logging into CleanTelligent, there are a few steps to fix that issue.
First, you must check if the user is active. Start by opening the person’s Employee or Contact record. In the **User Information box**, check to make sure that the account **status** is set to **Active**. If they are not active, simply click **Edit** and change their **Status**.
If your employee or contact has simply forgotten their username and/or password, you can send them an email with that information. While looking at the employee or contact record, you’ll find two links (**Email Username to User** and **Email Password Reset Link to User**) next to the **User Information** box. These links will send the corresponding information to the email address associated with that user’s account.
These same steps apply if your employee or contact is having issues logging into the mobile application. Please note that for newly created users, their first login should be through the web portal where they can sign the End User License Agreement before logging into the mobile application.
If, for some reason, your employee or contact is still having issues logging into their account, email [support@otuvy.com or call 801-874-3443.](mailto:support@otuvy.com)
---
## Troubleshooting Login Problems
If your employee or contact cannot login to Otuvy QM in a web browser or the mobile app, there are a few things you can check and correct as an administrator.
### User Access Status
1. Open the Employee or Contact record.
2. If the **Status** in the *User Information* box is set to **Inactive**, click **Edit** directly above the box.
3. Using the drop-down list in the **Status** field, select **Active**.
4. **Save** the change to return to the Employee or Contact Record.
> 
>
> Active Employee users do cost money! If your agreement is newer, you will see a **Billing** box next to the **User Information** box. Please make sure you are authorized to activate an Employee user.
### Spelling Errors
### When activating a new user, the **email address** from the employee or contact record is automatically entered as the **Username**. If there were any spelling errors when the email address was entered, those errors will carry over into the new username. Spelling errors in the email address should be corrected *separately* in both the **Main Information** and the **User Information**.
### Forgotten Username or Password
1. Open the Employee or Contact record.
2. Next to the Edit button above the **User Information** box, there are two buttons: **Email Username to User** and **Email Password Reset Link to User**.
3. Click **Email Username to User** if your employee or contact cannot remember their Username.
4. Click **Email Password Reset Link to User** if your employee or contact cannot remember their password.
> Remember that BOTH the username and password field are case sensitive. When logging in on the web or in the mobile app, double check that the username matches what is given in the email and that your password is carefully entered.
## Error Messages
It's possible to get an error message immediately after logging in.
When one sees this error, it's not a problem with logging in, but an error with the permissions given to the user. This happens when a new user, both employee and contact, is activated *before* they are given **Module Permissions**. Module permissions are given during the activation step of creating a new user, if missed, a user is activated and can login, but they won't be able to access anything. Correct this by clicking **Edit** next to the **User Information** box in their record.
- [Otuvy QM - Getting Started](https://help.otuvy.com/kb/otuvy-qm-getting-started?hsLang=en)
- [Otuvy QM - Setup & Administration](https://help.otuvy.com/kb/otuvy-qm-setup-administration?hsLang=en)
- [Otuvy QM - Contact Access](https://help.otuvy.com/kb/otuvy-qm-contact-access?hsLang=en)
- [Otuvy QM - Inspections](https://help.otuvy.com/kb/otuvy-qm-inspections?hsLang=en)
- [Otuvy QM - Work Orders](https://help.otuvy.com/kb/otuvy-qm-work-orders?hsLang=en)
- [Otuvy QM - Mobile App](https://help.otuvy.com/kb/otuvy-qm-mobile-app?hsLang=en)
- [Otuvy QM - Reports & Dashboards](https://help.otuvy.com/kb/otuvy-qm-reports-dashboards?hsLang=en)
- [Otuvy QM - Advanced Features](https://help.otuvy.com/kb/otuvy-qm-advanced-features?hsLang=en)
- [Otuvy Frontline](https://help.otuvy.com/kb/otuvy-frontline?hsLang=en#main-content)
- [Getting Started](https://help.otuvy.com/kb/otuvy-frontline?hsLang=en#getting-started)
- [Mobile App](https://help.otuvy.com/kb/otuvy-frontline?hsLang=en#mobile-app)
- [Admin Portal](https://help.otuvy.com/kb/otuvy-frontline?hsLang=en#admin-portal)
- [Uncategorized](https://help.otuvy.com/kb/uncategorized?hsLang=en)
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