Congregant Login Troubleshooting
If your congregants or parishioners have trouble logging in, they may call or contact you. You can use this chart to answer their questions.
| Problem | Cause | Solution |
|---|---|---|
| Congregant has no login | The congregant never finished setting up their account with Realm. | Check their profile to see if they have an Account Email listed. If there's no account, make sure they have an email listed in Realm and send a Realm Invite. |
| Email invite isn't working | The email invite link expires after 90 days for non-staff, and 24 hours for staff. | For congregants/parishioners, send a reminder email. For staff/volunteers, contact support to reset their account status and resend the invite. |
| Email invite was not received | Email was delivered to the spam folder or wrong email address. | Have them check their spam folder and whitelist Realm emails. Verify their listed email is correct. |
| Congregant's email is not working | They are using the wrong email to log in. | Compare their email to the Account Email on their profile page. |
| Congregant or staff/volunteer's password is not working | The user is entering their password incorrectly. | Have them turn on the view-password icon to verify their password entry as they type. If they have forgotten their password, instruct them to click the "Forgot your password?" link to receive a password reset email. If no email is received, check the spam folder. |
| Other problems | There might be a browser or computer issue. | Have them clear their browser cookies and cache and/or reboot their computer. |
| Congregant's Google, Apple, or Microsoft account isn't working for Realm | Users might not be using the same Google, Apple, or Microsoft account they used for their Realm account. | Ensure they are using the correct Google, Apple, or Microsoft account. Ensure they are logged into the correct user profile on their browser, and not a shared profile. |
| Congregant can't log into their Google, Apple, or Microsoft account | The password for that Google, Apple, or Microsoft account might have been updated. | Have them reset their login and password for their Google, Apple, or Microsoft account to new credentials. Changes can take time to be recognized by Realm. |