Start with the basic login checks
Most account issues begin with a simple login problem, so it is worth checking the basics first. Ask the user to confirm the email address they are typing, check that caps lock is off, and make sure they are using the most recent password they received or set themselves. If the device has saved old details, the browser or mail app may keep trying to use them.
If the user works from a shared office in Cape Town, Johannesburg or Durban, remind them that public or office Wi-Fi can sometimes delay sign-ins after a password change. A quick restart of the browser or device often clears a cached session and gets access working again.
- Confirm the full email address is correct
- Check caps lock, spaces and saved passwords
- Close the browser or app and sign in again
- Test from another device if the first one keeps failing
When a mailbox will not open
If the login works but the mailbox does not load, the issue may be in the mail app, browser or account permissions. First, ask the user whether they can open the mailbox in another browser or on a different phone. If they can, the problem is usually local to the first device. If they cannot, the account may need a closer look from support.
For organisations with shared admin teams, mailbox access can also be affected when a password was reset or a user role was changed. This happens often when volunteers rotate or staff change after a project ends. We can help check whether the account is active, whether the mailbox has the right access, and whether any recent changes need to be reversed.
- Try a second browser or another device
- Check whether the account was recently reset
- Confirm the mailbox has not been removed from a group setup
- Note any error message exactly as it appears
Fixing password resets and locked accounts
Locked accounts are common after several failed login attempts, especially when a user has tried different passwords on a phone and a laptop. If that happens, stop trying for a few minutes before attempting another login. Repeated attempts can extend the lockout period and make the wait longer.
When a password needs to be reset, the new password should be shared securely with the right person only. For non-profit teams, that matters because a mailbox often carries donor messages, grant notices and volunteer records. We recommend choosing a password that is not used on any other service and storing it in a secure place known to the admin team. If the account is tied to shared devices in Bloemfontein, Pretoria or Stellenbosch, make sure every device is updated after the reset.
- Wait before trying again after a lockout
- Use a secure password that has not been reused
- Update every phone, laptop and tablet after the reset
- Keep a note of who holds admin access
Recovering access on phones and tablets
Mobile access is often the first place users notice a problem, especially during travel or load-shedding when people are switching between devices and networks. If a phone stops receiving mail, check whether the account was signed out, whether the password changed, or whether the mail app needs to be re-added. On Android and iPhone devices, stale saved settings can prevent the app from connecting properly.
For teams working in the field, mobile setup should be kept simple. If a device was handed from one staff member to another, remove the old account before adding the new one. That helps avoid duplicate contacts, missing calendar entries and mail syncing errors. In coastal areas like Cape Town and Durban, humid conditions can also affect older devices and cause intermittent connection trouble.
- Check whether the app was signed out
- Remove old account settings before re-adding the mailbox
- Make sure date and time on the device are set correctly
- Test on mobile data and Wi-Fi if syncing is unstable
Getting calendar and document access back in order
Account help is not only about message. Many non-profit teams also rely on shared calendars and document spaces for meetings, reporting and project planning. If a user cannot see a shared calendar or folder, the account may still be active but missing the correct permissions. That can happen after a team member leaves, a new volunteer joins, or a folder is moved.
We help check whether the user has the right access level and whether the shared item was linked correctly. For day-to-day operations, it is best to keep one person responsible for admin changes so that permissions stay tidy. This reduces confusion when staff are working across different branches or from home.
- Confirm the user is still part of the right group
- Check if the shared calendar was removed from their view
- Review folder permissions for read, edit or upload access
- Keep one admin contact responsible for changes
What to include when you log a support request
When you use the enquiry form on our contact page, include the account name, the device and what you see on screen. Please give the user name, the exact problem, the device type, and the time the issue started. If there is an error message, copy it exactly. That helps us decide whether the issue is with login, mailbox access, calendar sharing or a document permission.
For larger non-profit teams, it also helps to mention whether the issue affects one user or many users. If several people are affected at once, the cause may be linked to a shared setting, an admin change, or a device update after load-shedding. Our support team in Observatory, Cape Town can then work through the right fix without sending you in circles.
- User name and affected account
- Device type and app or browser used
- Exact time the issue started
- Any error text or warning shown on screen
How we help after the issue is fixed
Once the immediate problem is sorted, we can help tidy up the account so the same issue is less likely to return. That may include checking security settings, confirming who has admin rights, updating contact imports, or giving the team a short refresher on login steps. For organisations that share one system across several branches, a little admin discipline goes a long way.
We also support handovers when staff move on or when a new coordinator starts. That includes making sure access is transferred properly, passwords are changed where needed, and the right people can still reach the mailbox, calendar and documents. It keeps daily work moving, even when teams change and budgets are tight.
