Troubleshooting the 'User does not exist' error

Learn how to resolve the 'User does not exist' error message that appears when attempting to log into the triConvey Desktop App.

A reason why you may be experiencing the 'User does not exist' error message is because the user profile has not been set up correctly in triConvey Settings. 

To fix this, the Firm Owner or any user with Firm Owner permissions will need to: 

1.    Select the gear icon from the top right corner of the triConvey Desktop App.

2.    Select Staff & Users and double-click on the staff member's name who cannot log in from the list.

3.    Next to Access click on Enable triConvey Access for this user.

4.    Select Save to close the Staff Member Details window. 

5.    Select Save again to close triConvey Settings. 

6.    Get the user to log in with their triConvey credentials.