As an account admin, you can help a basic user at your organization resolve the following issues that may be preventing them from logging in to the Bandwidth App:
They don't have a user account
They've been locked out
Their username is incorrect
Their password is incorrect
To access the user's account settings:
Log in to the Bandwidth App.
In the side navigation bar, select Account and click Users.
On the Users page, select the user's name from the list.
Note: If you're not able to log in to the Bandwidth App, please open a ticket with your Bandwidth Support Team or call (855) 864-7776.
Create a new user
If you've confirmed that the user should have Bandwidth App access but doesn't have an exisitng user account, you can create a new user for them.
Unlock the user
If the user has unsuccessfully tried to log in to the Bandwidth App 6 times in a row, they'll be locked out for security reasons. To unlock them, simply set the toggle to Unlocked.
Check their username
Confirm that the user is logging in with the correct username. You can find it in the User Information section.
Ask them to reset their password
If the user is still unable to log in, ask them to reset their password. They can either do it themselves, or you can send them the password reset email by clicking Send Reset Link in the Password section.
