Login & General Troubleshooting
If a user is experiencing any type of login issue, we first need to determine if they have registered and are associated with their account.
Registration & Adding Users
If this is a new/unregistered account, then the client’s admin will need to register via the registration page. They will then be able to add additional users and assign roles.
Add the respective Hoot account manager to the support thread at this time so they are kept in the loop with their new client.
If the account has already been registered, navigate to the account in question. Then access the User Management dropdown in the Settings tab.
In the Users section, search using the name and/or email that was provided by the client in their initial support request.
If the user has not been registered, we can do so for them at this time.
The user will then receive a welcome email that will prompt them to create their account and login.
Only the admin of the agency account needs to register. Additional users may be added by following the instructions in the “Adding Users” section of that guide.
If users have an existing Hoot account (in Hoot Monitor or “Legacy”), use the same login within the new HootVid platform. If the user is unsure of their account status, their account manager can be consulted.
General Troubleshooting
If the account has been registered and the client is listed as a user but they are still experiencing login issues, then we will need them to follow our General Troubleshooting guide.
https://hootinteractive.atlassian.net/l/cp/jCeUtajx
If the user is experiencing any other bugs with the platform, they can use the same guide to troubleshoot.
Site-wide bugs or isolated issues that aren’t resolved via the guide can then be escalated to the dev team via internal ticket.
It is best practice to replicate the issue they are seeing to confirm if it is a site-wide issue or isolated to that user. The rest of the support team is a great resource for this.