Troubleshooting: Staff Cannot Log In or Password Problems
Assisting team members locked out of their accounts, resetting credentials, and verifying account status.
Steps
Check email and password spelling
Confirm the staff member is typing their correct email address and case-sensitive password.
Watch for auto-capitalization on mobile phone keyboards (e.g. capitalizing the first letter of an email address).
Use the Forgot Password link
On the login page (`/login`), click "Forgot password?".
Enter the staff member's registered email address. A password reset link will be sent to their inbox.
Owner/Manager temporary password reset
If the staff member cannot access their email, an Owner can reset it instantly.
In the Owner console, go to Team → People (`/owner/staff`), select the staff member, and click "Reset password". Copy the generated temporary password and provide it to the staff member.
Verify active account status
Check that the staff member is not marked "Inactive".
If an account was previously deactivated, toggle it back to "Active" in `/owner/staff`.
What you should see
The staff member is authenticated and directed to their role workspace.
Good to know
- Generating a temporary password invalidates any prior sessions for enhanced security.
Related guides
- How to Invite Staff and Manage Team MembersAdding staff members, assigning system roles, generating temporary credentials, resetting passwords, and deactivating accounts.
- Logging In and Navigating the Waiter DashboardSigning in to MesaFlow, accessing the floor workspace at /waiter, and understanding the layout on phones and tablets.