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Troubleshooting: welcome email and first sign-in

Summary: You will find the cause of a failed first sign-in and the step that fixes it, whether you are the new user or the administrator helping them.

Most first sign-in problems have one of three causes:

  • The administrator didn't select Provision in IdP when adding the user.
  • The welcome email hasn't been found.
  • The temporary password was copied with a space, or has expired.

The welcome email didn't arrive

Possible causes:

  • The email is in the spam or junk folder. The welcome email comes from noreply@retailium.tech, with the subject You've been invited to Retailium. Automated emails sometimes land in spam.
  • Provision in IdP wasn't selected. Saving a new user doesn't send the welcome email on its own. The email is sent when the administrator selects Provision in IdP on the user's row.
  • The email address on the user record is wrong. The email goes to the address entered when the user was added.
  • The email wasn't delivered. Occasionally an email doesn't get through.

Fix:

  1. Check the spam or junk folder.
  2. Administrator: On Administration → Users, check that the person's email address is correct.
  3. Administrator: If you haven't selected Provision in IdP on the person's row yet, select it now. This sends the welcome email.
  4. Administrator: If you already selected it, deprovision the person and then select Provision in IdP again to send a new welcome email. Or select the Send Password Reset Email icon on their row. See the section on resending the welcome email in Manage users and access.

"User is not confirmed"

Cause: The user was added, but Provision in IdP wasn't selected, so the user can't sign in yet.

Fix:

  1. Administrator: Go to Administration → Users and find the person.
  2. Select Provision in IdP at the far right of their row.
  3. Ask the person to sign in again using the new welcome email.

If the message still appears, contact Retailium support.

The temporary password is rejected

Possible causes:

  • A space was copied with the password. The sign-in page rejects the password without saying why.
  • The temporary password has expired. By default, the temporary password expires after 24 hours. Your organization's setup may use a different time: your administrator or Retailium support can confirm it.
  • The temporary password was already used. It works only once. After your first sign-in, use the new password you set.

Fix:

  1. Select the password again by double-clicking it (or tapping and holding on a phone), so only the password is selected. Paste it again.
  2. If it's still rejected, ask your administrator to resend the welcome email or send you a password reset. Use the newest email you receive.

"Invitation link invalid"

Cause: The link in the welcome email belongs to an organization that has been deactivated, or that can't be recognized.

Fix: Contact your administrator. If your organization should be active, your administrator can contact Retailium support.

Administrator: I don't see "Provision in IdP"

Possible causes:

  • You aren't an Administrator. Only Administrators and Retailium Platform Administrators can add users.
  • The option isn't available for your organization.

Fix: Contact Retailium support.

Administrator: "Provision in IdP" is refused

Cause: Your organization has reached its seat limit.

Fix: Deactivate someone who no longer needs access to free a seat, or ask Retailium to raise your limit. See the Seats section of Manage users and access.

The person signed in, but sees an "account inactive" page

Cause: The person, or the whole organization, has been deactivated.

Fix: Administrator: Reactivate the person on Administration → Users (this needs a free seat). If the organization is deactivated, contact Retailium support.

The person signed in, but sees no cases or stores

Possible causes:

  • They hold no categories. For most roles, a person with no categories can reach no cases at all.
  • They're a Regional or District Asset Protection Manager with no territory scope. A person with no scope reaches no stores or incidents.

Fix: Administrator: Assign categories or territory scope on the person's record. A category change takes effect at the person's next sign-in refresh. See Manage users and access.

Still stuck?

Contact Retailium support. To help us sort it out quickly, include:

  • The name and email address of the person who can't sign in.
  • Whether they received the welcome email.
  • The step where they get stuck.
  • A screenshot of the message they see.

If you're the administrator and are signed in, you can use the Support entry in the account menu, where support chat is set up for your organization. See Get help with support chat. If you're the new user and can't sign in yet, ask your administrator to contact support for you.

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