What if an employee is unable to login or forgot their password?

Employees can reset their own password directly from the login screen: no admin action required.

Go to the platform login page. For example, https://app.thedoggurus.com/
Insert the email address associated with the account, and select Or sign in with password
Click Forgot password? below the password field.
Check the inbox (and spam/junk folder) for a password reset email.
Click the link in the email and follow the prompts to create a new password.
Log in with the new password.

💡 Note: The reset link expires after 10 minutes. If the link has expired, the staff member should repeat the steps above to request a new one.

If the password reset email does not arrive or the staff member still cannot log in, check the following:

Issue	What to Check / Do
No reset email received	Check spam/junk folder. Confirm the email address on file is correct. Allow up to 5 minutes for delivery.
Wrong email address used	The staff member may have registered under a different email. Ask user with Owner or Manager permissions to look up the account.
Account not yet created	Verify the staff member has been added to your account. See My Staff for list of associated users
Browser or cache issue	Try a different browser or clear the browser cache and cookies, then retry.

If none of the above steps resolve the issue, reach out to the support team by

Submitting a request here
Include: the staff member's full name, email address on file, and a brief description of the issue.
Response time: typically within 1 business day.

💡 Note: For urgent access issues (e.g., staff member needs to log in for an active session), mark your message "URGENT" in the subject line.

This article covers what to do when a staff member cannot log in to the platform or has forgotten their password. Follow the steps in order — most issues are resolved within a few minutes.