Member can't sign in / never got the magic link

Members sign in with an email link; there is no password to reset. A member or applicant needs a portal login before they can receive a working sign-in link.

1. Check that the person is on this club's household record.

2. Open People and use Set up portal login when the person is an eligible member or applicant. People says hasn't signed in yet until their first sign-in on your club's site, so that label alone doesn't mean anything is wrong.

3. Ask them to request a new link and check spam or Promotions.

A bare prospect cannot receive a portal login until they apply or become a member. If a member sees an account-linking error, create the portal login from the correct person record. See Households and portal login.

If the person uses the same email at another club on Swim Ops, their sign-in connects to your club's record the first time they sign in on your club's own site. Signing in at the other club does not connect it. Ask them to request a sign-in link from your club's sign-in page.

If the person is asked "Is this you?" after signing in, your club has a record with their email address that they have never confirmed, and they already use Swim Ops at another club. Yes, that's me connects the record. No, this isn't me leaves it unconnected and shows the address as Said not me on the Email confirmations page. Until they answer Yes, they see a message that their login isn't set up for your club. See A member's email shows "Said not me".

A sign-in link works once and stops working after 15 minutes. Opening it shows a short "Signing you in…" page on your club's site, which finishes signing them in by itself, with nothing to click. That page is also why most email security filters, which open links before the member does, no longer use the link up.

• "That sign-in link has expired or was already used": ask them to request a new link and open it within 15 minutes.

• "This sign-in link didn't come through in full": part of the link got lost on the way, usually because it was copied by hand or an email app cut it short. Ask them to open the link straight from the email again, or request a new one.

• "Turn on JavaScript to finish signing in": their browser has JavaScript switched off. They can turn it on and reload the page (the link still works until it expires), or sign in with Google or a text-message code if your club offers those.

Members can do this themselves under Security & devices in the portal. It takes two links: one to their current address to approve the change, then one to the new address to confirm it's theirs. Nothing changes until both are used, and it can't be done from a shared computer. See Signing out and managing your devices.

If the new address is one they already sign in with at another club on Swim Ops, they keep that sign-in, and the change turns off text sign-in and Google sign-in on their old one. After they sign in with the new address on your club's site, they can set up text sign-in again.

If they sign in to another club on Swim Ops with their current email, neither they nor you can change it, because that would change how they sign in at the other club too: Security & devices tells them their sign-in email is shared and gives them a Contact us link that opens a new message to your club with the subject "Change my sign-in email" filled in (it names no other club), and People refuses the change. Only Swim Ops support can move a shared sign-in, so when that message reaches you, contact Swim Ops support. Once Swim Ops gives a support address, the message on People names it; until then it only says to contact support. Send them the member's name, the address they sign in with at your club today, the new address, and the member's request. Check the new address carefully first, because support can't tell a typo from the address the member meant.

Support moves only your club's record. It gets a sign-in at the new address, and the old address stops reaching it. The other club, or anything else that uses the old sign-in, keeps it exactly as it is, and the member stays signed in there. The old address is emailed to say it changed, and the new address is asked to confirm it's really them; until they do, club emails to it are held. That doesn't lock the address out: a new address gets a sign-in at once, and whoever holds that inbox can sign in as the member until they answer that it isn't them, so a mistyped address can let a stranger in for a while. If the new address already has a Swim Ops sign-in, your club's record connects to it the first time they sign in on your club's site with that address. A text sign-in number or Google account they used stays with the old sign-in. A text number can belong to only one sign-in, so it can't be added to the new one until it has been removed from the old one, which the member can do from their portal where the old sign-in is still used; they can set Google sign-in up again with the new address. Any assistant they had connected to your club is disconnected. Support can't do this unless the sign-in really is shared; if it isn't, you can change the address yourself from People. Your activity log shows the usual Email changed entry and doesn't say the sign-in was shared. See Households and portal login.

When mail to their current address bounces, or they can no longer get into that inbox, the first link can't reach them: change the address for them from People on their household. That change happens straight away, their old address is told, and they're signed out on every device, so they sign in again with the new address. Changing it back later works the same way, and any change-email links sent before it stop working. The renewal review tells a member when mail to their address bounces and asks them to contact you for the same reason.

They are using a web address that is not switched on for your club yet. This is normal while a new club web address is being set up: the address starts working before it is finished, and until it is finished nobody can sign in on it.

Ask them to use the web address your club is live on today. If the new address has been pending for more than a couple of days, contact Swim Ops support. See Using your own web address.