Objective
To help users address and resolve issues when logging into the FYLD app or FYLDCloud using a username and password.
Background
The username and password login method requires users to input their credentials manually. Difficulties may arise due to incorrect details, caps lock issues, or forgotten passwords. This guide outlines the correct steps for logging in and provides troubleshooting tips to ensure access is regained efficiently.
Steps
Part 1 - How This Should Behave
On the FYLD app, tap ‘Or you can log in with password’ on the main ‘Log in’ page.
Enter your email address in the ‘Your email’ field.
Enter your password in the ‘password’ field.
Use the eye icon to check what you’ve entered, as passwords are hidden by default for privacy.
Tap ‘Continue’ to log in to the FYLD app or FYLDCloud webpage.
Part 2 - Things to Confirm
Case Sensitivity and Caps Lock
While email addresses are not case-sensitive, passwords are.
Ensure all capital letters in your password are accurate and that caps lock is disabled when entering your credentials.
The Right Email Address
The email address entered must match the one on record with FYLD.
This will typically be your work email address.
If your email has recently changed, speak to your manager or FYLD Support to update the details.
The Right Country Setting
Ensure the country flag on the FYLD app matches your FYLD instance.
For UK-based companies, the flag in the top-right corner should display the UK flag.
Change this in the top-right corner of the FYLD app’s login page if necessary.
Forgot Your Password?
Select the ‘Forgot password’ option on the FYLD app or FYLDCloud login page if you've forgotten your password.
Follow the instructions to request a password reset email and create a new password.
If You Need to Raise with Support
If these steps don’t resolve your issue, contact FYLD Support for assistance. Be sure to mention which troubleshooting steps you’ve already tried so that they can avoid repetition and assist you more effectively.
You can reach out through:
The Chat With Us option in the app.
Emailing the support team at help@fyld.ai.
Please look at the article on using FYLD Support for other support options.