I am logged in but still blocked from features

SignPlanet.net Technical Support

Help seeing features in my subscription

If you are not able to see your subscriber features there are two reasons this may be happening:

FOR ALL SUBSCRIPTION TYPES

1. Chrome/Browser is cashing login prior to subscription

We are having a very frustrating issue with browsers (especially CHROME) being not-helpful and loading cash pages, rather than actually what the site has updated to; so if you just subscribed, or was just seated / added to an organisation license, you can be both seeing subscriber content and being locked out on other pages.

Please hit CONTROL-SHIIFT-R on your keyboard - does the message about not being logged in go away - wallah - curse google etc and move on.

FOR ORGANISATION/SITE Licenses only

2. You are not SEATED in your Site license correctly

When you are logged in on the main home page top right corner you should see a "hi <your name" message with a "My Account" link under it. Click that.

You should see that you are SEATED in the Organisation license

AND

Under Organisational Membership, if you are a manager, a link to MY Organisation admin portal there

<see picture left as an example>

Back on the HOME Page you should also see a "My Organisation" admin portal icon.

Click the MY Organisation icon to get to your admin portal

Click the ADMIN tab

Then the SEATED icon at base of that tab

<if you do not have access you are not an admin user and need to talk to the school admin user>

About Seat Limitations

Your license has a limited number of seats. For example if you have 4 seats, and 4 other teachers/staff/managers are logged in, you will not be seated in the organisation at present.

An admin user can UNSEAT users to let themselves in.

If you are logged in, but not seated, and all available seats are not used, please go back up and read 

1. Chrome/Browser is cashing login prior to subscription 

What can we do to help

We can

• Change your email address for you. 
• FORCE log you out, to force the system to reset your status.
• Force through a password reset email
• Unseat people in your organisation for you, if your admin manager is not available.

What can NOT do

We can not reset your password for you or look up your password.