Login, staff access and permissions
Sign-in links that will not work, password resets, what a team member cannot reach, being signed out after a break, and billing locks.
Login, staff access and permissions
What someone can reach comes down to three things: whether they are signed in, their role (Owner, Admin, Front desk or Staff), and whether the venue's subscription is healthy. The roles are explained in Roles and permissions.
A sign-in link will not work
Links in ResNeo emails are single use, and you will see one of these on the login page:
- This sign-in link was already used or has expired. Please request a new link. Ask for a fresh one and open the newest email, or sign in with a password instead. The link and the code in one email are the same one-time key, and asking again replaces any earlier link.
- We could not complete sign-in from that link. Open the newest link in the inbox, on the device you want to use, or sign in with a password.
- Your session has expired due to inactivity. Please sign in again. ResNeo signed you out after a break, as set under Signing out after a break. Just sign in again.
A password reset never arrives
On the login page click Forgot password?, enter the email, and click Send Reset Link. You should see Check your inbox for a link to reset your password. If nothing arrives, check spam and check the address matches the one on their staff record.
An admin can help from Settings → Staff: click Manage on that person's row and look under Signing in. Email a sign-in link sends them a fresh link. Set a new password lets you choose one for them: tell them it in person, and ask them to choose their own after they sign in. Nobody can do this for the owner, and only the owner or an admin with Billing, payouts and admins can do it for another admin.
Set a new password changes only that person's own sign-in, and ResNeo refuses it twice over:
- They have not accepted their invite yet, so there is no password to set. Click Resend invitation instead.
- You can't set a password for this person, because they manage their own ResNeo login. Ask them to use Forgot password on the sign-in page. Their login is also used at another business, so only they can change its password.
Someone works at another business too
Where ResNeo offers it, one login can work at several businesses. Signing in shows Choose a site, and Switch site in the menu moves between them. Where it isn't offered yet, inviting someone who already works at another business is refused with We can't add this email right now. Try a different email, or contact ResNeo support. ResNeo never says where else they work. See Working at more than one business.
Someone cannot see Settings, Reports or Data import
They are on the Front desk or Staff role, and this is working as designed. Their sidebar shows Account where an admin's shows Settings, and it opens Account settings with only their name, email, phone and password. Reports and Data import are for the owner and admins.
To change it, open Settings → Staff, click Manage on their row, and choose Admin under Role. ResNeo asks Make [their name] an admin?: click Change role. Making someone an admin needs the owner, or an admin with Billing, payouts and admins switched on. Nobody can change their own role or remove their own login, so ask the owner or another admin.
An admin cannot change the plan, payouts or another admin
These need the Billing, payouts and admins switch, which only the owner can turn on. Without it, the Plan tab says Only the owner, or an admin they allow, can change the plan, manage billing or close the business. and other admins' rows on the Staff tab say Only the owner, or an admin they allow, can change another admin. The owner clicks Manage on that admin's row under Settings → Staff and ticks Billing, payouts and admins.
Nobody can change or remove the owner
The owner's row has no Manage button for anyone else, and trying anyway answers You can't change or remove the owner. Only a transfer of ownership changes the owner. If the owner has left or cannot sign in, contact ResNeo support. See The owner and transferring ownership.
A team member cannot edit a calendar
A person's own calendars limit set-up: the hours, closures and service settings they can change. An admin clicks Manage on that person's row in Settings → Staff and ticks the calendar under Their calendars.
The two messages that say the scoping is working are No calendars are assigned to your account. Ask an admin to assign at least one calendar. and You can only manage calendars assigned to your account. Neither has anything to do with bookings.
A team member cannot change a colleague's booking
As standard, team members book and change appointments on every calendar. If someone sees You can see this booking, but you can only change bookings on your own calendar., their Other people's diaries setting is View only or Hidden. See Who can see and work other people's diaries.
Phone numbers and emails show Hidden
Can see client phone numbers and emails is switched off for that person. An admin changes it in Settings → Staff, under Manage on their row, in What they can see. See Hiding client phone numbers and emails.
Everyone is being logged out too often
Open Settings → Staff and find Signing out after a break. Set Sign people out after to anything from 30 minutes to 7 days, then click Save. It counts time without using ResNeo and applies to the whole team, so the front desk tablet and your own laptop share one setting.
Buttons error even though I am an admin
If it happens on every save, that is billing, not permissions. A past due subscription blocks saving on every plan, answering with Billing is past due. Add or update your payment method under Settings → Plan to continue editing. A subscription that has ended says Your subscription has ended. Resubscribe under Settings → Plan to continue editing. and pauses your public booking page as well. The owner, or an admin with Billing, payouts and admins, fixes it under Settings → Plan with Update payment method, Manage Billing or Resubscribe.
The dashboard keeps sending me back to setup
Your venue is not marked as set up, so every dashboard page bounces back to the setup wizard. Work through it to Review & Go Live and click Go to Dashboard, which is the step that marks it finished.