Why a member can't log in
When a member cannot log in, it is usually one of a few things - and most of them trace back to the data brought over from your previous booking system. Work through the steps below to find the root cause. You can fix most of them yourself, and only a genuine duplicate needs our help.
Most login problems come from your old system's data
Many booking systems let the same person create more than one profile using the same phone number or email address. Ferb does not work that way - each person has one account. When we migrate your data we run a check to find and merge these duplicates, but now and then a few slip through.
The most common case looks like this: a member had two profiles in the old system, with two different email addresses but the same phone number. When Ferb emails them to activate their account, it is activated with whichever email they click, and their phone number is linked to that account. Later they may notice their real history - bookings, credits, membership - is sitting on the other email.
Before you contact us, find the root cause
1. Go to Guests -> All guests and open the member's profile. Search by their name or email.
2. Look at the badges next to their name. An unclaimed badge means they have not activated their account yet; a guest badge means they checked out as a guest and have not set up a login yet.
3. If they are unclaimed, click Resend activation link and ask them to finish setup from the email. If the email on file is wrong, fix it first with the pencil next to their email, then resend. This resolves most cases.
4. If they are a guest, ask them to sign in using the same email and phone they booked with. Ferb sends them a one-time code, so there is no password to set, and their history will line up.
5. Check they are signing in with the email or phone number shown on their profile, not a different one. Ferb links each account to a phone number, so the wrong details will fail or show an empty account.
6. Look for a second profile. If the same person has two accounts - for example two different emails that both belong to them - that is a leftover duplicate from your old system, and the likely cause.
Still stuck? Contact Ferb support
If you have found a genuine duplicate - two accounts for one person, linked by the same phone number, with their history split across them - it needs to be merged by hand, carefully, so no bookings, credits, or payment history are lost. This is something we do for you, for data and safety reasons. Get in touch with the member's name and the emails and phone number involved, and we will reconcile the accounts safely.
Good to know
Ferb sign-in is passwordless. Members get a one-time code by email or SMS, so there is no password to forget or reset.
Unclaimed means imported but not yet activated. The member finishes setup from the activation email - resending sends a fresh link.
Ferb keeps one account per person and links it to their phone number, so members should always sign in with the phone or email already on their profile.
Merging two accounts is handled by Ferb support, not from the dashboard. Try the steps above first to confirm it really is a duplicate.
Related
Unclaimed imported member badges
Resend a team member's invite
Change a member's email address
