Login, staff access and permissions
Sign-in links that will not work, password resets, what a team member cannot reach, auto-logout, and billing locks.
Login, staff access and permissions
What someone can reach comes down to three things: whether they are signed in, whether their login is an Admin or a Staff member, and whether the venue's subscription is healthy.
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, or sign in with a password instead.
- 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. The venue's auto-logout timer ran out. 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 set a password directly instead: Settings → Staff, the key icon on that person's row, then Reset Password. Tell them the new password by text or in person, not by email, and ask them to change it.
Someone cannot see Settings, Reports or Data import
They are on the 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 admin only.
To change it, an admin opens Settings → Staff and uses the shield icon on their row to switch them to Admin. Nobody can change their own role or remove their own login, so ask another admin.
A team member cannot edit a calendar
Team members can work with bookings on every calendar, but can only change the hours, closures and service settings of the calendars assigned to them. An admin ticks the calendar under Calendars they manage on that person's row in Settings → Staff.
Everyone is being logged out too often
Open Settings → Staff and find Security settings. Set the Auto-Logout Timer to anything from 30 minutes to 7 days, then click Save. It counts inactivity 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
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. Fix 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.