Trellis

Someone can't sign in

A checklist for when a leader, staff member or member can't get into Trellis, with the likely cause and the fix for each.

When to use this

Someone tells you they can't get in: the email never came, the link didn't work, Trellis says they're not on a team, or they get in but can't see what they should. Work down the list. Most problems are the email address.

Before you start

  • Most fixes need staff or an admin. Changing roles and moving someone's sign-in need an admin.
  • Ask the person three things: the exact email they typed, what the screen said, and whether they're on a phone or a computer.
  • Remember how Trellis signs people in: no password needed, an emailed link or code, and only for an email the church has invited or has on its list. See Signing in.

Steps

1. Check the email address

  1. Ask them to read out the email they typed, letter by letter.
  2. As staff, open Team and look under Invited, not yet signed in and On the team for that address. For a member, open their page in People and check the email there.
  3. If the addresses differ, either they sign in with the one you invited, or you invite the one they use.

Many people have two addresses, a personal one and a church one. They must use the one the invitation went to.

2. "That email isn't on any church's team yet"

Trellis says this when nobody has invited that address.

  1. For staff, leaders and other roles: open Team, type their email under Invite someone, tick their roles and press Send the invitation. See Invite staff and leaders.
  2. For members: open People, press Invite to Trellis, and invite them under Invite by email. Their record needs an email first.
  3. Ask them to try signing in again with that address.

3. The email never arrived

  1. Ask them to check their spam or junk folder, and to wait a minute.
  2. On Team, look at their row under Invited, not yet signed in. A reason in red means the invitation couldn't be sent. If the address is wrong, press Revoke and invite the right one.
  3. Press Send the email on their row, or Send again if it has been emailed before. If email sending isn't set up for your church, the row shows Send them a note instead, which writes the invitation in your own mail app.
  4. Or ask them to go to the sign-in page and press Email me a sign-in link themselves. An invited email gets a link that way too.

A sign-in link works once. Ask them to go back to the sign-in page and ask for a new one. Opening an old email again won't work.

A sign-in link works in any browser or on any device, so this should be rare. If they see it, ask for a new link and open that. Or, if the email came with a six-digit code, type it under Code on the Check your email. page and press Sign in with code.

6. "Too many tries in a row"

Trellis limits how many links one address or one place can ask for in a short time. Wait a while, then try once more.

7. The "Verify you are human" box

If a Verify you are human box shows above the button, they need to tick it before pressing. Trellis says so if they don't. On a phone, it's above the button so the keyboard doesn't hide it.

8. Their password doesn't work

Trellis says That email and password don't match. Ask them to press Reset it next to Forgot your password? and choose a new password from the email, or press Email me a link instead to sign in without one.

9. They sign in but land on "Name your church."

Their sign-in worked, but that email isn't on your church's team. Usually they signed in with a different address from the one you invited, or they were removed from the team.

  1. At the bottom of the page, they can press Sign in with a different email and use the invited one.
  2. Or invite the address they're using, as in step 2.

Someone removed from the team can be invited again from Team, like anyone new. They come back only that way: Invite to Trellis in People leaves them off its list, and the member link sends them nothing.

10. They get in but can't see something

Signing in worked, but a role or a part is missing.

  1. A page saying a part isn't on yet: an admin turns it on under Parts and billing. See Turn parts on and off.
  2. A leader who can't see their group: on the group, check they're seated as its leader with the email they sign in with. See Group leaders.
  3. Someone who should see more: an admin opens Team, presses Change on their row, ticks the right roles and presses Save roles. See Who can do what.
  4. A serving director who can't see Serving: check they're named under Directors on their area.

11. They changed their email address

Changing someone's email on their person page doesn't change how they sign in. An admin edits their record in People, types the new email, ticks Move their sign-in to the new address, and saves. Their roles go with them. If the new address already signs in to Trellis, it's straight in; if not, Trellis emails an invitation. Nobody can move their own sign-in.

The member link always says Check your email., whoever types an address. It sends a link only when:

  • The email is on someone's page in People. Check the spelling there.
  • That person isn't marked Inactive.
  • They haven't been removed from the team, as in step 9, and haven't had a way in before that has since stopped. Those come back only through you.

Fix the record, or invite them from Invite to Trellis. See Add your people.

13. They belong to more than one church

After signing in they see Which church? Ask them to pick yours. Later, Switch church in their menu moves between them.

If something goes wrong

  • Every sign-in email is failing and Trellis says sign-in email isn't working right now: it's on Trellis's side. Write to support.
  • The church's account is closed: everyone lands on the closed page. An admin can reopen it within the grace period. See Close your church's account.
  • Nothing here fits: ask them to press Trouble signing in? Write to us on the sign-in page. It writes an email to Trellis support.

Who to ask

  • Staff can invite leaders, resend invitations and invite members.
  • An admin can change roles, invite staff and other admins, and move someone's sign-in.
  • Trellis support: open your menu and press Get help, or write to support@trellischurch.app. Say which email the person used and what the screen said.

Still stuck? Ask Silas

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