New users cannot log in with defined credentials

Support
1

1. What is the issue? Please be detailed.
Hello,
We have tried to add new users both through the website interface and the command line but added users are not receiving emails or the newly created credentials do not allow them to log in.

2. What steps can we take to reproduce this issue?
Attempt to create new users (both in the website interface and the command line) and confirm if users are able to receive email addressed or log in with the defined password.

3. What have you tried to fix the issue?
We have set web users up in the web interface but none of them have received emails allowing them to access their accounts. I have tried password resets and account re-creation to no avail.

I have attempted to set users up using the command line and everything works properly -I am able to define a password for each web user and it gives me the confirmation message that the user account has been created. However, when my collaborators attempt to log in with their defined credentials, it is refusing them access (incorrect email address/password). I have tested this myself and keep getting the same error. The new created users also do not show under 'Users' in the web interface.

Based on previous forum answers, I made sure that under docker-compose ps, mail is updated. There are also no obvious error messages when i look at the docker compose logs.

4. Upload any forms or screenshots you can share publicly below.

Any support would be greatly appreciated.

2

Hi and welcome, @support_request. When you have a chance, we encourage you to introduce yourself and your project to help build community and add context around your needs.

This is highly unexpected and suggests that there's something unusual about your installation. Did you exactly follow the installation instructions? Are you using the local database or a separate database service?

Have you had a chance to read this troubleshooting section about email: https://docs.getodk.org/central-troubleshooting/#users-aren-t-receiving-emails?

3

I agree with @LN. Outgoing email delivery is likely broken or outgoing emails are being marked as spam. Check the service container logs for clues. Long-term, using a dedicated email service like Mailjet is the best solution.