3yq/bw5 (Wrong Credentials)

 Error 3yq: Account Not Found

** End users will see 3yq/bw5 error when they encounter this, but the Activity Log will show which code it is specifically. **

The user does not exist in Vitrium, or an invalid username was entered.

There are 2 ways to fix this issue:

1. Check to see if this user exists in Vitrium or in the system that Vitrium may be integrated with. If the user does exist, ensure they are using the correct username and that the user record is active. If they do not exist, you may need to add the user manually in Vitrium or in your other system.
2. If the user self-registered in your portal, they likely didn’t click on the verification code that was emailed to them. You can manually toggle their user record to be active (go to Users tab in Vitrium and click the 'X' beside their name to activate them) or ask the user to click the verification link in the email that was sent to them (which may be in their junk or spam folder).

Error bw5: Incorrect Password

 ** End users will see 3yq/bw5 error when they encounter this, but the Activity Log will show which code it is specifically. ** 

The user has entered an incorrect password.

There are 2 ways to fix this issue:

1. The user can click the Forgot Password? option on the login screen if that has been enabled for your account to receive an automatic email with instructions on how to reset their password.
2. Check to see if this user exists in Vitrium or in the system that Vitrium may be integrated with. If the user does exist, ensure they are using the correct username and that the user record is active. If they do not exist, you may need to add the user manually in Vitrium or in your other system.
3. If the user self-registered in your portal, they likely didn’t click on the verification code that was emailed to them. You can manually toggle their user record to be active (go to Users tab in Vitrium and click the 'X' beside their name to activate them) or ask the user to click the verification link in the email that was sent to them (which may be in their junk or spam folder).