User cannot register

If a user is having problems registering on the system there are a few steps to follow:

1. Checking internal IT configuration
2. Check if the email is already registered
3. Check the list of permitted domains
4. Log a request 

Checking internal IT configuration

If the user cannot access the login or registration pages at all, then you may need to check with your IT team that they have access. If the screen is blank or they receive a firewall message, this is likely to be an internal issue. If you are unsure of the issue, please send a screenshot to our Helpdesk for diagnosis.

Check if the email is already registered

Firstly, logged in as an administrator, you will need to check the current list of users to see if they have been invited to use the platform previously.

Visit Settings > Users and either scroll the list or enter the user's email into the search bar to see if it is found.

If they have already tried to register, they will not be able to register again with the same email address. Instead, you can use the Resend Invitation function to send them a new registration link.

If they do not receive the email, please refer to the article User is not receiving registration email.

Check the list of permitted domains

If public registration is enabled for the system, a list of permitted domain names be configured. Check the list of domain names to ensure the user's domain name is in the list.

Public registration is enabled via Settings > Preferences > User Registration Settings and the permitted domain names list appears underneath:

Still having issues?

Please contact our Helpdesk with as much information as possible and they will be able to assist.