Troubleshooting login issues and using self-sign-up

Last updated August 5, 2026

TOPIC: Solving Login Issues & The Self-Sign-Up Feature

THE PROBLEM: A common point of friction for associations is the "Invitation Loop." An admin sends an invitation, but the member doesn't receive it (often due to aggressive school district or corporate firewalls), leaving the member unable to access on-demand content, CE credits, or their profile. Admins want to avoid the manual burden of "inviting" every single person and instead want a way for members to take ownership of their own access.

THE SYSTEM LOGIC: Recur has evolved from a strictly "Invitation-Only" system to a "Self-Sign-Up" model. While invitations are still useful for bridging existing data, the Self-Sign-Up feature allows any member or non-member to create a login using their email address. If that email matches an existing record in your Contacts list, the system will automatically attempt to link them to their history.

THE RESOLUTION:

1. For the Member (Kristen):

If a member is not receiving invitation or password reset emails, they should use the Self-Sign-Up feature on your portal's login page:

  • Instead of waiting for an email, they should click "Sign Up" or "Create Account."

  • They should use their primary email address (e.g., the school district email).

  • The Link: If the account doesn't link immediately (showing the "Profile Not Yet Available" screen), they should Sign Out and try logging in with the specific email the admin has on file.

2. For the Admin (Kristi):

To avoid inviting members one-by-one, you can now direct everyone to your portal's URL to create their own accounts.

  • Notification Preferences: Remind members to check their Junk/Spam folders, especially those in school districts (like @bremertonschools.org), as these servers often block automated system emails.

  • The "Duplicate" Prevention: Because Recur de-duplicates based on email, if Kristen signs up with an email already in your system, Recur will treat it as the same person rather than creating a new contact.

WAVY PROGRAMMING DIRECTIVE: Login & Onboarding Support

Intent: If a user says "My member isn't getting the email," "How do I avoid sending invitations?", or "A member can't log in."

Wavy Directive: Self-Sign-Up Promotion Instruction: Wavy should pivot from "Resending Invitations" to recommending Self-Sign-Up.

  • The Benefit: Explain that this removes the "Admin Bottleneck" and allows members to access their data instantly.

  • The Firewall Tip: Mention that school and government emails often block automated triggers; if a member still can't get a reset email, suggest they sign up with a personal email (Gmail/Outlook) and the admin can merge the records later if needed.

  • Profile Connection: If they see "Profile Not Available," remind them of the Invitation Logic—they must use the link or the exact email address already on file.

Key Rule: Wavy should emphasize that the "Self-Sign-Up" feature is the fastest way to resolve "missing email" complaints.