If your Organisation has the Welcome emails feature set up where your users are linked to your Community that provides appraisal subscriptions but they are saying they are being asked to pay, this could be due to a number of reasons. We would recommend you check the following:
- Has the Welcome email been sent from FFARMS?
You can check this on their Appraisee Record by scrolling down to the Emails area and checking there is a Welcome email listed.
Please be aware that you will only see emails sent in your current Working appraisal year (in the top right corner of your FFARMS account) so if you suspect it may have been sent in a previous year, just change the Working appraisal year to show your previous emails.
If it hasn't been sent, you should see an option to Invite to FourteenFish if they do not already have a FourteenFish account or Join to Community, if they have an account.
- Is the correct email address listed on their FFARMS record?
You can check this on their Appraisee Record by scrolling down to the Email addresses area
- Have they been sent the email but not received it?
If you can see that the Welcome email has been sent and the email address is correct, it could be that the email has gone to their Junk/Bin folder so we would recommend they check there in the first instance.
The other thing that can sometimes happen if they may have inadvetently marked a previous message from us as Spam. We recommend they adds the below email addresses to their 'approved' recipient address in their inbox and then you can resend the email
noreply@fourteenfish.com
surveys@fourteenfish.com
support@fourteenfish.com
- Have they not actioned the Welcome email?
If the email has been received, then it might be that they did not complete the set up process in full. They may have set up their account but not answered the questions/completed the consent from their Portfolio page.
You can check this on their Appraisee record by scrolling down to the Emails section. Here you can see whether there is a tick under the 'Response' column and if not, this will indicate they still need to complete this process:
- Have they got more than one FourteenFish account?
Sometimes you may find that your users have used FourteenFish previously so they may already have a registered account under a different email address. If they are then sent the Welcome email to a different email address and they set up a new account, this will result in duplicate accounts.
It might be that they are logging into the account, which is not linked to your Organisation and in these cases, we recommend that they raise a Ticket with us in Support and we can talk merge their accounts together.
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