The Goal: Answer the most common questions about member access to the Info Hub — assigning access levels, sending login invitations, and resolving login, password, username, and account issues — and point you to the step-by-step article for each task.
Before You Begin:
- You need staff permissions to manage member access, access levels, and login accounts.
- Have the member’s contact record handy, including the email address on file — many Info Hub access issues come down to a mismatched email.
- For security, GrowthZone does not expose member passwords or security-question answers in the back office, so some issues can only be resolved by re-inviting the member to create a new login.
Step-by-Step: Frequently Asked Questions
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How do I assign an access level to a member?
See Assign Member Access Level. -
How do I send an email to a member to set up their Info Hub access?
See Send Info Hub Login Instructions to Contacts. -
How can I manually set up Info Hub access for my member?
Follow the steps here to create an account for a member. -
The member has forgotten their password — what options do I have?
You can Send a Reset an Info Hub Password email to a User, or Reset an Info Hub User’s Password from the back office. -
The member has forgotten their security question — what options do I have?
Due to security concerns GrowthZone does not store security question answers in plain text. If a member has forgotten the answer to their security question, the only solution is to delete their current Info Hub access account and have the member create a new account/login. -
How can I see a member’s password in the back office?
For security purposes, you will not be able to see a member’s password in the back office. -
How can a member reset their username?
This can only be done via the Info Hub. The member can do so, or you can log in as the member. See Reset User Name via the Info Hub. -
A member has changed their email (due to changing employment, member rebranding, etc.). How do I update the email associated with their Info Hub account?
If an individual wants to change emails associated with their login account, the existing login account must be disabled, then deleted, then an invitation to create a new login must be sent. -
Why is my member not able to perform certain functions in the Info Hub?
The functions that members can perform are dependent on the access level they have been granted. See Create a new Info Hub access level and Change a member’s Info Hub access. -
Why is my member receiving a “The username or password you have entered is invalid” notification?
If you have expressly disabled or deleted a member’s account the message will appear. If you have disabled an account, you can re-enable the account; if you have deleted the account you will need to start over with the member creating their login credentials. See Re-enable Info Hub access or Send Info Hub Login Instructions to Contacts. -
Why is my member not able to create an account from the “Create an Account” option?
The create an account option relies on the system validating the member’s email address. If the member is using an email address different than the one you have recorded in the database, he/she will not be able to create an account. Verify with the member that they are using the email address that you have on file.
Common Pitfalls
- Mismatched email address: The most common reason a member can’t create or access their account is an email address that doesn’t match the one on file. Always verify the member is using the exact email recorded in their contact record.
- Trying to recover a lost security-question answer: Security-question answers are never stored in plain text, so they cannot be looked up or reset. The only path forward is to delete the existing account and have the member create a new login.