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Question for an insightly team member regarding my partner's account: dxxxx@hxxxxs.com - with no obvious reasons, his account seemed to no longer exist - could you kindly advise please?  Thank you!

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  • Hi there Richard:

    I've removed Derek's email address from your post for your privacy. We did take a look at the account and it doesn't look like Derek has a registered User Profile under that email address. You may want to reach out to your Account Admin to see if he was added under a different email address or needs to be added as a new user.

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  • Hi Lyla,

    Thanks for getting back to us.  If Derek never had registered his user profile under that email address, we would never have had managed to put in some 40-50 contacts, 20-30 organizations, and started to track pipeline progress under his account over a period of a few weeks, having used that email to log in every single day.  We are hoping those information have not disappeared.  The firm's domain healthcarepays.com has recently changed to 4chealthsolutions.com, but I could not identify an user account with the new domain using Derek's first.last@newdomain - would you kindly look a layer deeper please?  (Is there a way to provide his name to you again with privacy)

    Thank you!

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  • Hi Richard:

    Derek's user profile under @healthcarepays.com was a user at one point but it was either changed or deleted by one or your account Admins. There is a user profile for him under @4chealthsolutions.com. If Derek is having trouble logging in, he should be able to reset his password by clicking the Forget Password link.

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  • Thank you for looking into this issue further Lyla!  Using the new domain name, and "Forget Password' link, I have the following error message in red: " 'derek.xxxxxxxx@4chealthsolutions.com' does not match any existing user." - would you kindly advise further, please?  Thank you.

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  • Hi Richard,

    Derek isn't registered with an email in that format. It appears to be first initial last name. Can you have Derek try that email instead? If that email is incorrect, please reach out to your Insightly Account Admins to update his email address. 

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