Login and access troubleshooting

You log in to MakePlans on the manage page of your account, using your email address and password. This article covers the most common login and access problems.

The password reset email does not arrive

If you cannot log in, use the "forgot password" function on the login page. You will receive an email with a link to set a new password. If the email does not arrive:

• Check that you are using the right email address. The reset email is only sent to email addresses registered as users on the account. A common cause is requesting a reset with a different address than the one you registered with.
• Check your spam folder. If you find one there, mark it as not spam or add the sender as a safe sender so future emails get through.
• Make sure you completed the form. The reset is only sent after you fill in your email and submit the form.
• Still nothing? Contact us and we can check our delivery logs to see whether the email was sent and delivered. Sometimes an email provider has blocked our sender, and we can have the block removed and re-send.

Note that we cannot see or send you your existing password. Passwords are stored encrypted, so setting a new one via the reset link is the only option.

First-time login for new staff

Each person who needs access should have their own user. Users are free of charge, because we charge per resource, not per user, so never share one login between several people. Sharing a login is a security risk and makes it impossible to see who did what.

An administrator can add new users under Setup > Users. When a user is added, MakePlans automatically sends them an email with a link where they set their own personal password. If that email has gone missing, the new user can simply use the "forgot password" function on the login page instead; it works as soon as the user has been added.

Access levels

When you add or edit a user you choose an access level. Broadly the levels are:

• Calendar access: can use the calendar, manage bookings and edit customer information, but cannot change the account setup. Users with this level get a warning before deleting anything.
• Basic admin access: can also configure services and resources.
• Full administrator: can additionally manage account settings, users and access levels, billing, and deactivate or delete the account.

A few things to be aware of:

• All users can see all bookings for all resources. You can filter the calendar to show one resource, but this is a display filter, not a security restriction. It is currently not possible to limit a user to a single resource.
• Only an administrator can change another user's access level or remove users. If you need higher access, ask an administrator on your account; for security reasons MakePlans support cannot change your access level for you.

See also Add additional users: https://help.makeplans.com/article/48-add-additional-users

Removing access for ex-employees

When someone leaves, an administrator should remove their user right away under Setup > Users. Removing a user requires administrator access. Good routines when staff changes happen:

• Remove any users you do not recognise, and review the access levels of the remaining users.
• Make sure passwords are unique to MakePlans and not reused from other services. We also offer two-factor authentication for extra security.
• Removing a user does not remove the resource (the bookable calendar). If the person was also a resource, update or deactivate the resource separately so customers can no longer book them.

Regaining admin access when the account owner has left

If the only administrator has left the company, try these steps in order:

1. Use the registered email address. If your company still controls the former employee's email account, use "forgot password" with that address to get in, then add yourself as a new administrator and remove the old user. If you are not sure which email address is the administrator on the account, contact us and we can tell you.
2. Ask another administrator. There may be more than one user with administrator access on the account. Any of them can add you as a user with administrator access.
3. Contact us for verified transfer. For security and privacy reasons we cannot simply hand out access on request. If no administrator is reachable and the email account is gone, we can transfer access after verifying the request with your company: we send an agreement for digital signature that must be signed by someone with signing authority in your organisation. Once signed, we grant your user full access to the account.