If a user has changed their name, how do I update their email address?
You will need to revoke the users access and add as a new subscriber. They will then need to follow the registration process again. . You cannot change an email once the subscriber is created.
A user’s details have been added to the subscription account, but they still don’t have access.
Remove and re-add the user’s details. If this does not solve the issue, please contact business@afr.com.
A new user’s subscription has been created and they’ve tried to log in, but have been prompted to enter a password which they don’t have.
Have they activated their account through the activation email? If not, they will need to complete that process first. If they have already done so and still need a password, the best solution is to click the ‘Forgot Password’ link to reset it.
Why does a user have a status of ‘Pending’?
If a user is listed as ‘Pending’ they have not completed the registration process. The user will need to follow the prompts available in the activation email. An admin can resend the activation email if needed. If a user cannot find their activation email, they will need to check spam or contact business@afr.com.
User's access has stopped working—what should I do?
If a user is experiencing unexpected access issues, please advise them to clear their browser cache and cookies:
- Chrome: Go to Settings > Privacy and security > Clear browsing data. Select "Cookies and other site data" and "Cached images and files," then click "Clear data."
- Safari: Go to Safari > Settings > Privacy > Manage Website Data, then select "Remove All."
- Firefox: Go to Settings > Privacy & Security > Cookies and Site Data > Clear Data.