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Author Topic: Members' emails not being recognized  (Read 1417 times)

ark4

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Members' emails not being recognized
October 08, 2009, 06:34:12 am
I apologize in advance for being totally not tech-savvy. Someone who no longer works for my department installed and configured CiviCRM and it's been live for a week or so. I just started as an admin assistant to trouble-shoot, send out emails, etc. But I'm really having trouble finding the answers I need.

A few of our members, when trying to reset/resend their passwords, have gotten this message: "not recognized as a user name or an e-mail address". Their email addresses are the same as in the system.

Is there a way for me to resend their passwords, to reset their usernames, anything? How do I get their emails to be recognized? Where on the website is there info on troubleshooting for members, not administrators? Please help. This is my third day of work and I'm really confused.

ruid

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Re: Members' emails not being recognized
October 11, 2009, 06:12:15 pm
Firstly, you need to find out it is using Drupal or Joomla.
Go to "Administer CiviCRM"=>"Global Settings"=>The third item from BOTTOM is "Joomla Integration Settings" or "Drupal Integration Settings".
Then, you can work from Joomla or Drupal user management section.

mstuessy

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Re: Members' emails not being recognized
April 11, 2014, 12:53:04 pm
I am having the same problem, however I don't see the following:

"Global Settings"=>The third item from BOTTOM is "Joomla Integration Settings" or "Drupal Integration Settings"

We are without a drupal programmer right now so I am trying to field this solution myself.  Any help is much apreciated.

joanne

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Re: Members' emails not being recognized
April 11, 2014, 05:15:57 pm
It is pleasing to see you have bothered to search the forum for a solution before posting anything, however this time it has led you astray.  The thread you found was from 2009 and a lot has changed since then.

Near the top of the contact's summary screen you should see a couple of ID numbers.  They will probably be called CiviCRM ID and User ID. 

The user ID is a hyperlink and clicking on that should take you to the the contact's Drupal user record. 

Select the edit tab.

Here you will see the email address that Drupal has registered for this user.  I suspect it will not be the same as their email address in CiviCRM.  If you have the correct permissions you can edit this email address to match the one in civicrm.

You may also wish to reset their password to let them sign in for the first time without requesting a password (By now the contact can be fairly frustrated and every little bit helps)


If you are unlucky enough to find the two emails already match then  there is a duplicate record  for that person.  If that is the case report back here and I will try to help you with that.


Also it would help to know what version of CiviCRM you are using .  It is at the bottom of every CiviCRM page.   

mstuessy

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Re: Members' emails not being recognized
April 17, 2014, 01:23:46 pm
Wow, I didn't think anyone would respond - thanks!  I looked up the membership and there is only a CiviCRM ID, no User ID and the CiviCRM ID is not a hyperlink.  I am guessing this might be the root of the issue - the user has a CiviCRM ID, but no Drupal ID, so the site doesn't recognize the profile?

One other thing - this is pretty much only happening if I enter the member manually.
The way I am entering them is to hover over Membership in the CiviCRM toolbar and then click Add Member.  Perhaps I am doing this incorrectly?

Any help is appreciated!
Mary

joanne

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Re: Members' emails not being recognized
April 17, 2014, 04:10:38 pm
What you aren't necessarily doing it the wrong way, you are just not carrying out the final crucial step.

There are a couple of ways I could explain how to do that, but before I do so, I'd like to know what version of CiviCRM you are using.

In the footer at the bottom of each Civicrm page it will say "Powered by CiviCRM 4.X.X".  What is shown on your site?
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  • Members' emails not being recognized

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