Purpose

To outline how to diagnose and resolve login issues when a user cannot access their account despite password resets, username updates, or newly created accounts.

Common Symptoms

A user may experience:

• “The username and password do not match or you have not validated your membership.”

• Password resets that appear not to work.

• Invitation links that do not complete validation.

• Login success only in an Incognito/Private window.

• Newly created accounts returning the same error as the prior account.

Why This Happens

Most login failures occur due to:

• Cached browser data or autofill attempting to use old credentials

• Stored sessions conflicting with a recently reset username or password

• Invitation links being opened in a browser session that contains outdated login information

Important:
A brand-new user account should not require cache clearing. Cache issues only affect accounts where the browser previously stored credentials for that user.

Troubleshooting Steps

1. For EXISTING Accounts (User Has Logged In Before)

Have the user clear their browser cache

Cached login data can override newly reset credentials.

Chrome

1. Menu (⋮) → Settings

2. Privacy & Security → Clear browsing data

3. Select Cached images and files

4. Clear data, then relaunch Chrome

Safari (Mac)

1. Safari → Settings → Privacy

2. Manage Website Data

3. Remove All → restart Safari

Firefox

1. Menu → Settings

2. Privacy & Security

3. Clear Data

4. Restart Firefox

Edge

1. Menu (⋯) → Settings

2. Privacy, Search, and Services

3. Choose what to clear

4. Select Cached images and files

5. Restart Edge

Then attempt login in an Incognito/Private window

This helps confirm whether the issue is cache-related.

2. For NEW Accounts (User Has Never Logged In Before)

Do NOT instruct the user to clear cache.
Instead, use these steps:

1. Confirm the user opens the most recent invitation you sent.

2. Ensure the user opens the link in an Incognito/Private window

   • This avoids any interference from previous sessions on that device.

3. Have the user set a password from the invitation link.

4. Have them log in immediately from the same private window.

New accounts failing to validate are almost always due to the invitation being opened:

• In a browser with a previous user’s saved session

• With autofill attempting an old username/password

• In a tab that already had StageStock open with a previous login

3. Reset Credentials Using the Preferred Method

If needed, reset the:

• Username

• Password

Always perform these from:
Administration → User Administration

This ensures the system updates the correct fields and avoids partial or cached credential inconsistencies.

4. If Issues Persist — Contact Support

Support can:

• Verify the user’s database record

• Confirm invitation and validation state

• Clear any server-side conflicts

• Apply a clean reset if needed

This is typically fast and avoids creating unnecessary duplicate accounts.

Best Practice Summary

Related Articles

• Resetting a User’s Password

• Checking User Status in User Administration