Minimum Version Required: 25.01
Steps
Troubleshooting Login Issues
Q: Why is a customer receiving a 'Permission Denied' error when attempting to log in?
A: This typically indicates the user is attempting to log in via an incorrect URL or the initial invitation process was misrouted. Essentially, the system believes the user is logging into a distributor-side (Encompass) account instead of the customer-side (dsdlink) account.
How to Resolve:
Verify the URL: Confirm the customer is navigating to dsdlink.com. They may have unintentionally navigated to their distributorship’s Encompass site.
Confirm the Invitation Method: If an invitation was sent, ensure the sales rep or distributor used the 'Invite to DSDLink' hyperlink on the customer user record, and not the general 'Invite User' option (which is for internal Encompass users).
If the URL is correct and the issue persists: Please create a support ticket. We can verify and update the user's role and permissions directly within the dsdlink system to resolve the error.
Resolving 'Invalid Username or Password' Errors
Q: A customer reports seeing an 'Invalid Username or Password' error when attempting to log in. What should they do?
A: This indicates that the credentials entered do not match a login associated with the email address on file, or no login exists for that email.
How to Resolve:
Advise Email Login: Instruct the customer to use their email address as the primary login method (this is the advised standard, even though usernames are technically valid).
Clear Saved Credentials: Ask the customer to confirm they do not have an incorrect password saved in their browser's autofill feature.
Initiate Password Reset: If the password is forgotten, they must use the 'Forgot Password' link on the dsdlink login page to reset it themselves.
When to Escalate: Support does not have visibility beyond these self-service steps. If the issue persists, please walk through the process with the retailer to gather specific screenshots or details before submitting a support ticket.
Password Reset Email Not Received
Q: A customer is not receiving the password reset email. What is the likely cause?
A: This typically occurs because the email is being flagged as spam or the user's system is blocking the sender. In some cases, the email system may have filed a 'complaint,' which causes future password reset emails to fail delivery.
How to Resolve:
Check Spam and Whitelist: Instruct the customer to confirm their email address and immediately check their junk/spam folder. Advise them to whitelist the dsdlink sending address, [email protected].
Utilize Mobile Reset: If the email does not arrive, they must use the 'Mobile' option from the dropdown menu on the password reset page. This allows them to receive the password reset link securely via a text message to their verified mobile number, bypassing any email server issues. If the user does not have a mobile number added to their account, create a ticket for support and we can add a mobile number and send the initial text reset.
Resolving Incorrect Business Information
Q: A customer reports seeing incorrect or outdated business information.
A: This occurs because the retail business name was changed outside of dsdlink after the initial Global Customer record was created. Since dsdlink utilizes this single record across all distributors, name changes must be manually updated within the dsdlink system to ensure accuracy.
How to Resolve:
Two parties can update this information:
Distributor Action: A distributor user with the "Distributor IT contact" permission must update the customer name directly from the User Management dashboard.
Retailer Action: The retailer can navigate to their Manage dashboard and update the business name themselves using the "Business" tab.
Managing Users and Account Information
Q: How can a customer remove old users from their account or change the name/email address associated with their profile?
A: Retailers can manage their individual profile information and remove old users via the dsdlink User Management Dashboard (if they possess the 3) Retailer Role 2 + User Management).
How to Resolve:
Update Name/Email: To update their name or email address, the user must click on their name when logged in, navigate to "Profile," and make adjustments there.
Addressing Email Conflicts: Note that a user's email address may not be updated if it currently exists in other distributor databases. If this conflict occurs, the user must create a new account with the correct email address and then link it to the business manually or via a new invitation from your site.
Removing Users: Users with the Main Role can remove or modify access for old employees directly from the User Management Dashboard (Manage tab).
Resolving Product Visibility Issues
Q: Why is a customer seeing (or not seeing) specific products in dsdlink?
A: Product visibility is controlled entirely by the distributor. Customers are only permitted to view products that the distributor has explicitly designated to their account via the Product Control Settings within the Encompass system (e.g., specific product groups, allocations, or distribution areas).
How to Resolve:
Verify Distributor Controls: A distributor user must check the product controls in Encompass to confirm the customer's settings are accurately configured for the expected product visibility. Please note, if any changes were made to product controls, there is a timing delay to reflect changes in dsdlink. Please account for about 3 hours for changes to reflect.
Escalation Protocol: If the customer and product controls appear correctly set up and the visibility remains inaccurate in dsdlink, you must gather the Customer ID and Product ID to create a support ticket for further investigation.