Overview
A guide for administrators to understand how contacts are created, how login access is granted, and how to troubleshoot common login scenarios.
How Contacts Are Auto Created from the website
Contacts are added to the platform when they complete any form, including:
Contact Us
Enquiry forms
Waitlist sign-ups
Download Brochure requests
Any other form submission
Important: Completing a form adds the person as a contact only. They are not automatically invited to log in.
How Users Receive a Login Invite
A contact will only receive an invitation to log in through one of the following actions:
Action | Outcome |
|---|---|
The user signs up themselves | They receive a login invite and can set up their account |
The user is added as a delegate on the checkout | They receive a login invite automatically |
An admin manually invites them to log in | They receive a login invite via email |
Login Scenarios & Outcomes
Scenario | Contact Exists? | Has Previously Signed Up / Verified? | Outcome |
|---|---|---|---|
A person fills in a form (Contact Us, Enquiry, Waitlist, Download Brochure, etc.) | No → Created as new contact | No | Contact is added to the platform but is not invited to log in. They have no login access. |
A person fills in a form (Contact Us, Enquiry, Waitlist, Download Brochure, etc.) | Yes → Already exists | Not applicable | Contact record is updated. No login invite is sent. |
A user signs up on the platform | Yes or created as new | No → Now verified | User receives a login invite, creates their credentials, and gains login access. |
A user is added as a delegate on the checkout | Yes or created as new | No → Now verified | User receives a login invite automatically and can set up their account. |
An admin invites a contact to log in | Yes | No → Now verified | The contact receives a login invite via email and can set up their account. |
An admin invites a contact to log in | No | No | Admin must first ensure the contact exists (for example, by adding them manually or having them fill in a form), then send the invite. |
A user requests a password reset | Yes | Yes (previously verified) | A password reset link is sent to their email. |
A user requests a password reset | Yes | No (never signed up or verified) | No reset link is sent. Password resets are only issued to contacts who have previously verified their account. The user must sign up or be invited first. |
A user requests a password reset | No | No | No reset link is sent. The contact does not exist on the platform. |
Key Rules to Remember
Forms create contacts, not logins — Filling in any form on the platform (Contact Us, Enquiry, Waitlist, Download Brochure, etc.) will add someone as a contact but will never grant them login access.
Login access requires an explicit action — A contact can only gain login access through one of three ways: self sign-up, being added as a delegate on the checkout, or receiving an admin invite.
Password resets require prior verification — A password reset link will only be sent to contacts who have previously signed up and verified their account. Contacts who have never completed the sign-up or verification process will not receive a reset link.
Contact must exist before they can be invited — An admin can only invite a contact who already exists on the platform. If the person is not yet a contact, they need to be added first (via a form submission or manual creation).
Troubleshooting Guide
"The user says they can't log in"
Check: Does the contact exist on the platform? → If no, they need to fill in a form or be added manually first.
Check: Have they been invited to log in or signed up? → If no, send them a login invite.
Check: Have they previously verified their account? → If yes, suggest a password reset. If no, resend the login invite.
"The user says they didn't receive a password reset email"
Check: Has the user previously signed up and verified their account? → If no, password resets will not work. They need to be invited to log in or sign up instead.
Check: Is the email address correct in their contact record?
"The user filled in a form but can't log in"
Explain that filling in a form only creates a contact record. It does not grant login access. The user needs to sign up, be added as a delegate, or be invited by an admin.