Problem
My end user can't log in to the end user portal.
Solution
The following are reasons that your customer cannot log into the End User Portal.
Ensure access is enabled
Log into Cumulus.
Find the customer's account and then navigate to the Customer > Portal tab.
Under the Access section, ensure the box is checked.
The username or password are incorrect
Log into Cumulus.
Find the customer's account and then navigate to the Customer > Portal tab.
Check the username. Note that customers can log in using their account number, or via a custom user name as presented in the username field. If needed, click the Edit button to change it.
Reset the customer's password. You can set up the Forgotten Password feature to allow customers to self manage their login credentials.
The user has been locked out after 3 unsuccessful log in attempts
The system will not allow users to authenticate after 3 unsuccessful attempts to log in. You can unlock the user's portal account by following the steps below.
Log into Cumulus.
Find the customer's account and then navigate to the Customer > Portal tab.
Under the Login Attempt section, the system will display the number of successful attempts and allows the user's portal account to be unlocked.
We also recommend the user changes their password at this point.
I have multiple end user portals
In the event that you are running multiple end user portals, the login suffix for each portal must match the service provider's Cumulus User Suffix. This is set by Emersion during the time you are onboarding. The Cumulus User Suffix may not be related to the secondary portal hostname/URL or brand in any way.
For example, you may have the following portals configured by Emersion.
| Portal URL | Login Suffix | Username Example | Login Success? |
|---|---|---|---|
| myaccount.sample1.com | sample1.com | some@user.com@sample1.com |  |
| myaccount.otherdomain.com | sample1.com | another@user.com@sample1.com | |
| myaccount.lastdomain.com | lastdomain.com | sample@user.com@sample1.com |  |
This example assumes end users are not using the login suffix to log in.
In the unsuccessful example, the username sample@user.com would not be able to login to the portal at myaccount.lastdomain.com as the login suffix of the portal does not match the Cumulus User Suffix sample1.com.
If you suspect this is the cause of the issue, submit an SR ticket.