What can I do when a franchisee faces issues with logging in?

Test environment and Essentials

There are 2 login environments:

• Test environment
• Essentials (Live environment)

The franchisee’s onboarding process will happen in the Test environment, and once their application is approved and their account is live and ready to process payments they will receive a log in to Essentials (Live environment). 

Note: Once the account is live, the franchisee no longer needs the test environment.

Login troubleshooting

The two environments have different login credentials. If your franchisees are experiencing issues while logging in, ask them to check the credentials they’re using. There is an article in the Franchisees Basics Guide aimed to help them through this process. 

If they’re still facing problems logging in, they can select the “Forgot your password?” to reset their password. They'll then receive an email with a link to create a new password, which should resolve the problem. 

Note: If they aren't able to reset their password, you can go on their user profile and reset their password.