Login and Access Issues
If you cannot access SoulShine, focus on ownership, credentials, and browser state first. Most access problems are straightforward once you identify whether the issue is tied to the account email, the individual user, or an expired session.
Quick Checks
- Confirm you are using the correct account email
- Try the standard password reset flow if applicable
- Check spam or junk folders for reset emails
- Try a private browser window or a second browser to rule out stale session issues
When to Open Support
- You no longer have access to the original account owner inbox
- A reset email never arrives
- You believe access or ownership needs to be transferred
- A staff change created permission confusion
What to Include in the Ticket
Provide the ministry name, the affected login email, whether this is an ownership issue or a normal login issue, and any relevant timing or error details. Use the Account Access ticket type.
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