Registration and login troubleshooting

Registration & login troubleshooting

While the refbook registration process is simple, we understand that using a new system can sometimes take time becoming familiar with. Further, refbook cares about data security and works to ensure user's account access and sensitive information is protected at all times.

If you are experiencing difficulty registering or logging in to your new account, try these troubleshooting options:

Can't find the invite to join or link to login
  1. Check your junk/spam folder.
  2. Contact your organisation to see which email address they have used to create/link your account.
  3. Create your own account and request your organisation update their records to link to this email address.
Email address cannot be registered
  1. Your email address may already be registered in refbook (perhaps from a prior organisation, OR you have previously been sent an invitation to join refbook, but did not complete the registration process in time).
  2. Click reset your password and follow the instructions.
  3. Contact your organisation to see which email address they have used.
Didn't receive a temporary password
  1. Check your junk/spam folder.
  2. Click reset your password, and ensure you use the latest password that is sent.
  3. Please wait up to 5 minutes to receive this email, and ensure you check your junk/spam folder. Don't request additional passwords as this will create confusion for you.
Can't login, even after resetting my password
  1. Check you are using the latest password you created
  2. Check you are using the correct email address that belongs to your refbook account.
  3. If you have previously used a temporary password to login, and then changed to another password, the temporary password will no longer work.
  4. Please wait up to 5 minutes to receive this email, and ensure you check your junk/spam folder. Don't request additional passwords as this will create confusion for you.
  5. If you previously used a temporary password, but did not change your password within 24hours, the temporary password will no longer work. Click reset your password and follow the instructions.
Temporary password doesn't work
  1. Temporary passwords must be used and changed within 24hours as they expire for user-protection.
  2. If you have requested a temporary password multiple times, ensure you are using the last password received.
  3. Please wait up to 5 minutes to receive this email, and ensure you check your junk/spam folder. Don't request additional passwords as this will create confusion for you.
  4. Check the temporary password being used was sent to the email address linked to the relevant refbook account (in the case you have multiple refbook accounts with different emails).
  5. Click reset your password to start again, but carefully follow the above rules.
Can't generate new password
  1. Ensure you are using the email address linked to your refbook account. You cannot generate a password to be sent to a different email address.
  2. Check your junk/spam folder.
  3. Please wait up to 5 minutes to receive this email, and ensure you check your junk/spam folder. Don't request additional passwords as this will create confusion for you.
  4. Check the inbox of the email address linked to your refbook account
Can't link to an organisation
  1. Users cannot join organisations themselves, they must be invited by an administrator.
  2. Contact your organisation to link your account.
  3. Refer to the article on joining organisations.
If you are still experiencing login issues, please contact refbook support.

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