How to debug basic login issues
As the Admin for your campaign or county party, you should be the first point of contact for login issues for your users. This provides an overview of common issues that users might have, and how to solve. For a video walkthrough visit this link.
Action ID not linked / forgot to accept invite 3
How do you know this is the issue preventing your user from logging into VAN? 3
How do you relink their Action ID? 4
Action ID linked to wrong person 6
Logging in with account name - texasvan.com 10
How and when is this happening? 11
Password reset - login with action id and click reset password 11
If a user doesn’t remember their password, direct them to follow these steps: 11
How do users lose access to their two-factor authentication? 13
Navigating to users screen
Most user account debugging / fixing will require navigating to the users screen and selecting the appropriate user
First, go to the Administrative Menu on the homepage shown below. Select Users and then select Users from the drop-down menu.
After you select Users from the Administrative Menu, the screen below will appear. Here you can search for the person whose account you are trying to link to an Action ID. Search for them by name and then click the blue Refresh Results button.
After you click Refresh Results, the User results who matched your search will appear at the bottom of the screen. Click on the User whose account you are trying to link to an actionID.
Action ID not linked / forgot to accept invite
How do you know this is the issue preventing your user from logging into VAN?
If someone’s Action ID is not linked or they forgot to accept the invite, the user receives a notification when they login that their Action ID isn’t connected to an account or that they don't have access to Texas VAN (see screenshot below).
How do you relink their Action ID?
After you click on the user, the screen below will appear. On this screen, click the box to Resend ActionID Invitation.
After you click on Resend ActionID Invitation, the screen below will appear. On this screen, type in the User’s email address. Then, click on the blue Send button.
Remember to remind users to check their Spam folder as the invitation can commonly end up there.
You may also want to send a copy of the email to yourself by checking the box under where you entered the email if your user is having difficulty finding the invitation email.
Once the Invitation email has been sent, the user must follow the instructions of that email to finish successfully linking their account to ActionID.
Action ID linked to wrong person
When does this happen?
If the Action ID is linked to the wrong person, this means they do have a VAN account but cannot access it with their email when logging in.
In this case, the Action ID email associated with an account does not actually belong to the Account User. This creates an issue for the user trying to login, because they need to be able to access their account using their email, not someone else’s.
You can confirm this on the User Details screen by searching for the User
How to fix this issue?
View User Details
After you select the person whose account is incorrectly linked, you will see the screen below. On this screen, the user’s profile will show the wrong person’s email address linked to that account. On the right side of the screen, click More. Then select Unlink Action ID from the dropdown.
After you click on Unlink Action ID, scroll down until you see the Additional Contact Information section shown below. Here you should correct the Account Email.
Once you have corrected the email, scroll back to the top of the page (shown below) and click on the blue Save button on the right of the screen to update the information.
After you select Save, the screen below will be shown. Click on Resend ActionID Invitation.
After you click Resend ActionID Invitation, the screen below will appear. Here you can type the person’s email so they can receive an invitation to link their email with their ActionID account. After you enter their email, click Send.
How and when is this happening?
It’s possible someone who hasn’t used Van in a while is trying to login with an account name and that won’t work.
As an administrator, if someone comes to you asking for their account name or saying they’re trying to login with an account name, that’s a sign that they are not trying to login the right way. Redirect them to login with their ActionID.
Password reset - login with action id and click reset password
If a user doesn’t remember their password, direct them to follow these steps:
First, a user should remember to Log In with Action ID on the screen shown below
Once they click on Log in with ActionID on the screen shown above, they should select Don’t remember your password? on the screen below.
The screen below appears after clicking Forgot your password? On this screen, type in the email address and then click the blue Next button.
Not having access to 2FA
How do users lose access to their two-factor authentication?
They forgot how they set it up
Their two factor app isn’t working
They got a new phone and forgot to transfer two-factor from one phone to another
How to handle this issue:
The easiest thing to do if someone loses access to their two-factor is unlink their action ID from their user profile. Relink their account to a different email address. The same process can be followed as when handling an account linked to the wrong ActionID.
If this doesn’t work, you have to submit a help ticket to the TDP data team at txdem.co/VAN-help. This is not a fast solution.
If someone needs to get into VAN immediately, just switch the email address associated with their ActionID. This is the fastest solution.