If a learner is reporting they are receiving the "Verify Your Identity" screen and are unable to log in, here are the first steps for troubleshooting:
Do they have an active record in Cloud Generation?
- If not, is Cloud Generation integrated with your CRM/AMS? If yes, do they have an active account in your CRM/AMS?
- If your Cloud Generation is integrated and the person has an acive contact in the CRM/AMS, please submit a support ticket via support@cloudgeneration.com. There may be an issue with the syncing of that record.
- If the learner DOES have an active record in Cloud Generation, confirm the email address matches what is in the CRM/AMS, and the learner is using that email address to log in.
- If yes, go to their contact summary (Contacts > Who > Summary). Under Digital Addresses, is “Active" set to "No"? If so, this typically indicates there is another account with that address in the system. Cloud Generation uses the email address as a unique identifier, so the system only allows one instance of an email address to be active. When there are duplicate records with the same address, only one will show as “Active = Yes."
To fix this:
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Locate the duplicate account(s) under Contact > Who. You may have to toggle "Show disabled" at the top of the page to view all accounts.
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Ensure the email address is deleted from the duplicated/disabled accounts. You can do this on the contact summary, using the trash can next to the address:
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Then delete the address from the active account, using the same method.
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Under the action gear next to the active record, click “Edit"
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Re-add the email address in the appropriate field, and click save.
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Go back to the summary and ensure Active now equals Yes: