Troubleshooting FAQs

Table of Contents:

  1. What should I do if I’m not receiving an email from Principles to confirm my email address? 
  2. Why isn’t my promotion code working when I try to type it in on the checkout page?
  3. The link I was sent to reset my password isn’t working. What should I do? 
  4. I was sent an invitation to join a Principles account and the temporary password isn’t working. What should I do?
  5. I am an admin who invited a user and their temporary password isn’t working. What should I do? 
  6. Why can’t I use the same email address to set up different accounts, and is there a workaround? 
  7. The link to confirm my email address during the sign-up process isn’t working. What should I do?

 

1. What should I do if I’m not receiving an email from Principles to confirm my email address? 

Check your spam folder for an email from donotreply@principles.com or select the ‘Resend email’ option from the sign-up workflow.

It is also possible that your group or organization uses a third party spam filter, in which case, you should reach out to your IT administrator to ensure donotreply@principles.com is whitelisted. 

2. Why isn’t my promotion code working when I try to type it in on the checkout page?

If you’re getting an error message when trying to use a promotion code, first ensure you’ve typed in the promotion code correctly. There are a few other possibilities to consider: 

  • The promotion code you’re trying to use may have expired - check our communication for more information on this.
  • The promotion code may be applicable to first-time users only, or you may have already used it for a previous purchase. In either of these cases, the promotion code would not be valid.
  • If you’re using a promotion code for the 30-day experience meant for a specific number of users (i.e., 2 free users), you must enter that number of users at a minimum for the promotion code to work. 

3. The link I was sent to reset my password isn’t working. What should I do? 

This is likely because the link to reset your password expires in one hour from the time it was generated via the ‘Forgot your password?’ link on the sign-in page. Please go back to the sign-in page, click ‘Forgot your password?’ and try again. 

4. I was sent an invitation to join a Principles account and the temporary password isn’t working. What should I do?

This is likely because the temporary password link in the invitation expires in 24 hours from the time it was sent. Please contact the admin for your group or organization and request them to send you a password reset email. 

5. I am an admin who invited a user and their temporary password isn’t working. What should I do? 

This is likely because the temporary password link in the invitation expires in 24 hours from the time it was sent. You can send a new password following these steps: (1) Go to the ‘Administration’ tab of the app and select the ‘Users’ sub-tab, (2) Find the user you would like to send a new password to and click the Actions ‘...’ option next to their name, and (3) Select ‘Send Password Reset.’ 

6. Why can’t I use the same email address to set up different accounts, and is there a workaround? 

This is a current limitation in our system.

If you are using a gmail address and you’re looking to set up multiple accounts (for groups within the same organization, as an example) using the same corporate email account - simply append a plus (“+”) sign after your email address and after that, you can insert any combination of words or numbers to create any number of personalized email IDs with the same inbox. For example, if your email is bob.smith@gmail.com, you would be able to use bob.smith+team1@gmail.com

7. The link to confirm my email address during the sign-up process isn’t working. What should I do?

This is likely because the confirmation link expired. In this case, you should receive an error message with a prompt that allows you to resend a new confirmation email, so that you can access your account. 

 

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