Error While Adding Subscribers
You may come across errors that can be amended via the following solutions:
- Subscriber cannot be added - Ensure all mandatory fields are complete and try again.
- Subscriber belongs to another account - Subscriber must contact the admin of the other business account within your company and have their access revoked. Once revoked on the other account, a subscriber can be added to the new business account within your company.
- Subscriber email address doesn’t match whitelist domains - Try again using an email address that matches whitelist domains or contact customer service to have the domain added to the whitelist.
User error status
Send a New Invite
- Go to your admin portal and revoke the staff member's current invitation.
- Re-add them to the system to trigger a fresh "Corporate Subscription Invitation" email to their inbox.
Guide the Staff Member
Instruct the staff member to open the new email and click Register Now. If they are taken to a "Welcome Back" screen, let them know it simply means the system recognises their email address from an older account.
Have them follow these steps to bypass the screen and activate their subscription:
- If they remember their old password: Simply enter it on the "Welcome Back" screen and click Submit to finish setting up.
- If they forgot their password:
- Click Forgot password? on the "Welcome Back" screen.
- Check their inbox for the password reset email and follow the link to create a new password.
- Return to the new invitation email you just sent them, click Register Now again, and log in with the newly created password.
Filtering subscribers
Simply log in to your Admin portal and locate the Filter drop-down menu. From there, you can sort your entire subscriber list with just a click using the following options:
- Registered: Users who have successfully created their accounts.
- Pending: Users who have received an invitation but have not yet signed up.
- Error: Users who are currently experiencing an issue with their account.
- Revoked: Users whose access has been removed.
- Administrator: Users who have account management permissions.
Locating and downloading an invoice
Accessing and downloading your billing documents is fast and simple within your AFR Business Account. Just follow these two steps:
- Navigate to your Admin portal and select the Licences section.
- Within the Licences section, you will find a list of your invoices. Click PDF Invoice next to the specific invoice you need to download it.
General troubleshooting and FAQs
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.au.
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.