Overview

An end-user cannot access the OnBrand portal or the dashboard, or their account can't be activated. For administrator users with access to the Unify back-end, changes don't seem to reflect on the OnBrand front-end.

Be aware that a similar issue has been observed that affects all non-administrator accounts for a specific brand, as explained in the article Non-Admin User Cannot Access Brand's Assets and/or Dashboard Despite Correct Access Permissions Set.

Solution

The most common cause for this type of issue is that the account has become corrupted, or a special character is preventing the system from correctly updating the user's account. The solution, in either case, is to delete the user's account and recreate it, for which access to the Unify back-end is required. If you happen not to be able to access the back-end, please raise a support ticket, so that our agents may look into carrying out the steps required. Please include the following in your request:

• Name or email of the affected user
• The dashboard/brand they are trying to access
• Permission to delete and re-create the affected account

Requirements:

• Access to the Unify back-end

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Steps:

1. Delete the account:
   1. Log in to the Unify back-end for your OnBrand instance
   2. Navigate to Users and Groups > User Realms
   3. Select the realm where your users are located (usually Combined) and click View from the Users column
   4. Enter the name or email of the required user in the search field and click Search
   5. In the results that appear, confirm that the circle icon next to the user is green, which means the account is active; try activating it otherwise
   6. Click on the Delete button on the right.
2. Re-create the user's account in one of three ways, remembering to avoid the use of special characters:
   • Once the account is deleted, the user can register once again, or
   • On the OnBrand front-end, under All Users, add the user with the Add User button, or
   • On the Unify back-end, under Users and Groups > User Realms, select the relevant realm from before and click on the Create User button under Users.
3. Remember to assign permissions after creating the account  

Testing

The user should be able to log in after recreating their account. If they still cannot log in, please raise a Support ticket, so that our agents may look into the issue. Include the following in your request:

• Name of the affected user
• The dashboard/brand they are trying to access

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As explained before, there's a chance the issue is not user specific and instead affects a whole type of user accounts. Please consider the possibility described in the article Non-Admin User Cannot Access Brand's Assets and/or Dashboard Despite Correct Access Permisions Set.

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