Failed Logins
Every Full Out platform has two ways that a user can sign in:
- The branded client portal: app.fulloutsoftware.com/yourbusinessname/sign-in
- The general Full Out Login (this is what the app is)
To give you more tools when troubleshooting client accounts, you now have access to the failed login attempt logs when clients sign into your branded client portal. For the security of our other gyms, we can not provide access of general Full Out logs.
Go to Settings > Platform Alerts (the last option on the settings menu), select Failed Logins. Here you can use the filters to narrow down reasons people are failing login, or search the email address they are using.
| Failure Type | Description | Suggested Resolution |
|---|---|---|
| Invalid Password | The password that the user entered does not match the password they have on their account. | User: Have them request a change password from the login page Admin: From the account details on their user page, click the three dots to send a reset password request. |
| Email Not Found | The email that the user is attempting to sign in with does not exist. | Check to see if the user has an account on Full Out. If they don't have them sign up or create and account and invite them to onboard. If they do have an account, then they are using a different email. We recommend asking them which one they want. If you change their email, it will ask them to verify the email change. |
| Captcha Failure | We use Google's automated Captcha which helps us block suspicious users from getting into your platform. If Captcha is found, it could be that the user has a device that is previously reported as spam or other things like a plug in, virus, etc. | Reach out to our support team and we will help you further troubleshoot. We are in the process of adding a manual captcha to the platform if they failed automated. Coming Soon! |
| Unauthorized | When someone is trying to sign into admin or staff but does not have those privileges. | Redirect parents to the proper login app.fulloutsoftware not admin.fulloutsoftware |
| Unknown | The reason for failure is unknown. This should rarely happen. | Reach out to our support team and we will help you further troubleshoot. |