Use this link to share with your colleagues:
Managing Your Patrons' Portal Accounts: https://help.pm.leapevent.tech/a/1452058
When you use PatronPortal, you'll need to manage accounts for all the users you've chosen to set up with individual user accounts. In this article, we'll walk you through managing those accounts from soup to nuts.
- Just as you would with user accounts for your staff members, you'll need to activate and deactivate PatronPortal accounts for your customers.
- Sometimes, you may want to see a list of all the users who have active Portal accounts.
- Finally, you'll learn how to help them with password issues.
At the end, we'll have some Frequently Asked Questions (FAQs).
If you're not familiar with PatronPortal, you can learn more here.
Activating and deactivating PatronPortal accounts
You'll naturally gain and lose members or subscribers through attrition. But if you have PatronPortal, you'll also need to be able to activate and deactivate their Portal accounts.
1. Find the Contact record for the patron who needs a Portal account
For our example, that's Selena Meyer.
2. Click the "Enable Customer User" Action
If you see the "View Customer User" and "Disable Customer User" actions, that means the Contact already has a PatronPortal account.
1. Click the gear icon and select "Edit Page"
2. Click on the Highlights Panel
3. Under the "Set Actions Using Page Layouts" area, click on the layout at the top of the menu
4. Click on the Mobile and Lightning Actions area in the palette
5. Drag the "Disable Customer User", "Enable Customer User", and "View Customer User" into the Salesforce Mobile and Lightning Experience Actions area of the page layout
6. The Salesforce Mobile and Lightning Experience Actions area of the page layout should look like this when you're done
7. Click "Quick Save" in the palette
8. Click on the page layout selector, and select the next record type to work with
9. Repeat steps 4 through 7 for all page layouts except the TBQ Contact layout
10. When you're done updating all the page layouts, click "Save"
11. The actions should now appear on your page layout!
3. Click "Save"
Perhaps someone has sadly passed away, or their Membership has lapsed and your patron will no longer have Patron Portal as a benefit. There could be several reasons to deactivate a Portal account.
Just like when you deactivate one of your staff's users, you won't delete a patron's Portal account, just deactivate them. This will retain all of their history and records while still revoking their access to PatronPortal.
1. Find the patron's Contact record
2. Click the "Disable Customer User" action
3. Click "Disable Customer User" on the warning message
How to view a list of all your Portal users
It's nice to be able to see a full list of all of your PatronPortal users. This will help you know how many Portal licenses you're currently using.
Alternatively, if you want to see a report that shows you your PatronPortal users and the connected Contact, check out our instructions here.
1. Click on the gear and go to Setup
2. Search for "user" in the quick find box, and click on "Users" under "Users"
3. Click on the drop down menu next to "View", and look for a view titled something like "Active Portal Users"
1. Check which Profile to use in your filters by clicking "Profiles"
2. See if you have a Profile named "Authenticated Website," "Authenticated Website 2," or both
This will determine which filters you set in step 4.
3. Click on "Create new view"
4. Match your settings to the following
- View Name: Title the view "Active Portal Users".
-
First Filter: Set the Profile to equal "Authenticated Website" or "Authenticated Website 2", depending on which was in your Profile list.
- If you had both, set the filter to Profile contains "Authenticated Website".
- Second Filter: Set Active to equal "True".
- Fields to Display: Leave these fields as the defaults.
- Visibility: Select the "Visible to all users" option.
- Click "Save".
4. This view displays all currently active Portal users
- Reset Password: You can use this button to reset users' passwords. Click the checkbox next to the user who needs their password reset, then click the "Reset Password" button.
- Last Login: You can know the last time a patron logged into their Portal account!
- Active: Just like with staff's user records, Portal accounts are never deleted. Rather, they're deactivated. We've specifically limited this list view to only show us Active user records.
Want to learn more about list views? We can help!
How to view a list of Portal users with expired Benefits
If you're close to reaching your Portal license limit, or if you want to do regular maintenance to make sure that only patrons with active Benefits have access to Portal, you'll need to get a list of Portal users who no longer have active Benefits.
Using CRM Snapshots, you can quickly pull this list to deactivate old users.
This method will only work if you use Memberships and Benefits to grant Portal access.
1. Go to CRM Snapshots
2. Go to Memberships
3. Click Find lapsed members with active portal licenses
4. Set up and run the CRM Snapshot
- Description: Enter a short description to help you identify this snapshot
-
Minimum expiration date & Maximum expiration date:
- Set the Minimum expiration date to something in the distant past, like 1/1/2000
- Set the Maximum expiration date to the latest date a Portal user's Benefits should have expired for you to deactivate their Portal user
- Current of most recent benefit level: Optionally select the Benefit Levels you'd like to look at
- Minimum most recent login & Maximum most recent login: Optionally filter for how recently these patrons logged into Portal
-
Excluded Account Type: Optionally select Account Types to exclude
- We recommend making no selections here
-
Filter the results by how you plan to use them: Optionally select other filters
- We recommend making no selections here
-
Exclude deceased Contacts: Optionally exclude deceased Contacts
- We recommend not selecting this
- Create Snapshot
5. Once the snapshot is done running, View Report
6. Before doing anything, Save As
You can name the report whatever you'd like, but make sure to Save As to make a copy!
7. In the new copy of the report, open each Contact in a New Tab
8. Deactivate the Contacts' Portal users
We have steps to do this here.
Helping your patrons with password problems
Passwords - we've all got lots of them, and we all forget them from time to time. Some of your patrons will undoubtedly forget their PatronPortal password, and you need to know what to do when that happens.
- First, the patron should know how to reset their password.
- If that doesn't work, then you can assist them.
- Errors occasionally appear that will prevent the patron from resetting the password on their own and may confuse you. We've assembled this handy guide of possible errors, as well as what to do to rectify the situation.
1. After an unsuccessful login attempt, your patron will receive this error message
The error reads "Your login attempt has failed. Make sure the username and password are correct."
2. The patron should click the "Forgot password" link in the bottom right
3. Then, they'll enter their email in the Username field and click "Reset Password"
4. The patron will receive an email that looks like this; they should take note of the username and password and click on this link
Please note that this temporary password will only be active for 24 hours.
5. When they click on the link in their email, they'll land on this page  - they should enter their username and new temporary password, and then click "Enter"
6. The patron will then be asked to set a new permanent password
7. Voila! They'll be logged into their Portal account
1. Search for the patron's Contact record - all relevant records will appear in the Global Search dropdown
You can search by their name or even by email address!
Ask if it's possible that the membership or other item purchased could be under another person's name in their household, and search for that person as well before creating a new PatronPortal user.
2. If you see a User record, they have a Portal username. Click on the record to see if it's active
3. Click the "User Detail" action
4. If the Portal account is active, the Active checkbox will be checked
If you need to create a Portal account for someone, follow these instructions.
5. If the account is active, click the "Reset Password" button
6. The patron will receive an email that looks like this; they should take note of the username and password and click on this link
Please note that this temporary password will only be active for 24 hours.
7. When they click on the link in their email, they'll land on this page  - they should enter their username and new temporary password, and then click "Enter"
8. The patron will then be asked to set a new permanent password
9. Voila! They'll be logged into their Portal account
If the above steps didn't help you resolve the password problem, here are more in-depth troubleshooting solutions.
Start your troubleshooting here
Before you walk through any other steps, make sure you've checked these three things.
- Passwords are case-sensitive, so make sure the patron respects the case of each character.
- Make sure the patron waits a few minutes to receive the temporary password email - it doesn't always arrive immediately.
- If they click the "Reset Password" link multiple times, make sure they use the most recent email sent to their inbox.
1. Ask the patron to check their spam email filters
2. Search for the patron's Contact record - all relevant records will appear in the Global Search dropdown
You can search by their name or even by email address!
Ask if it's possible that the membership or other item purchased could be under another person's name in their household, and search for that person as well before creating a new PatronPortal user.
3. If you see a User record, they have a Portal username. Click on the record to see if it's active
4. Click the "User Detail" action
5. If the Portal account is active, the Active checkbox will be checked
If you need to create a Portal account for someone, follow these instructions.
6. If you don't see a Person record but do see a Contact record, click on the Contact record
7. If you see the "View Customer User" action, the Contact has an active Portal account
If you need to create a Portal account for someone, follow these instructions.
1. Double check to make sure the Username on the Portal user is the same as their current email address
2. You may need to update your SPF or DKIM record
And no, we're not talking about sunscreen.
PatronManager does not endorse any specific sunblock.
We have an entire help article on helping you improve your email deliverability!
3. Dig deep - check your email log
Salesforce has a log of every email it attempts to send on your behalf. Here's how to pull a log in your account.
4. Click on the gear and go to Setup
5. Type "logs" into the quick find box, and click on "Email Log Files"
6. Click the "Request an Email Log" button
7. Fill out the request form
- Enter in date parameters. You can't pull date ranges longer than 7 days.
- Enter any specific email domains you are struggling with. Note that email domains should be separated by a comma only - no space.
- Enter an email where the log should be sent.
- Click "Submit Request".
8. The resulting log is sent to the email address you indicated above as a CSV file
9. Download and open the CSV file
10. Time to decipher the file!
The excel file is kind of scary and technical, but there's useful info about what happened to glean from it! This document helps decipher it.
In particular, column C includes information (learn more about specifics in the link above) to indicate if a message was successfully delivered or not. If you helped a patron troubleshoot this and saw that, you could say "it looks like it was successfully delivered at DATE/TIME, can you check your spam folder or other tabs in your mail program?"
11. Use your favorite search engine to decipher any deliverability error messages you may have found in the file
Check column O for further error messages. Your next step is to use your favorite search engine to search the error message and discover what is going on. If you experience repeated issues for certain domains, ask them to use another email address if they have one - common email service providers like Gmail, Yahoo, Hotmail, etc are usually easy to deliver to, whereas older ISPs like Roadrunner and Earthlink often have issues. Sometimes small business servers cause issues, as well.
This message appears in two situations:
- When the patron uses the right username with the wrong password.
- when the patron uses a username that doesn't exist.
1. First, check for an active Portal account for the patron
2. Second, attempt a manual password reset for the patron
Occasionally, we've found errors when the link in the reset password email isn't properly set up. Here's how to fix that issue.
1. Click on the gear and go to Setup
2. Search "email templates" in the Quick Find box and click on Classic Email Templates
3. Find the "Patron Ticket Patron Portal : Reset Password" template and click on it
4. Compare the password reset URL to the URL for your public ticketing site
Your PatronPortal login link should look like this:
https://[Organization Name].secure.force.com/ticket/#/?promptForLogin=Navigate to your public ticketing site and see what the URL is for the web page. For example, if it was https://LabTheatre.secure.force.com/ticket/, the the link to your Portal login would be: https://LabTheatre.secure.force.com/ticket/#/?promptForLogin=
Frequently Asked Questions (FAQs)
If one of your PatronPortal users needs to update their email, you can make the change from their Contact record. This will automatically update the user's Portal email and username and generate an email notifying them about the change.
While the system will default to using your patron's email address as their Portal Username (and will update the Username if their email address changes), these two fields do not need to be the same! If you need to change a Portal Username for some reason, you can do so from the User record in Setup.