Now available: Help your members with login issues

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The most important action a member can take is signing up or signing in. If a member can’t do that, they won’t be able to do anything on your Ning Network.

It’s natural, then, that you should want to help anyone who has run into problems signing up or signing in. Now, you can do just that.

We’ve added a new contact form to the “Problems Signing In” page, as you see can below or here on Creators. Members who are having trouble signing up or signing in can use this form to contact your Ning Network’s administrators to let them know.

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Administrators and Network Creators who have not turned off “Feedback and Problem Reports” emails will receive a notification when a member uses the form. They can then assist the member directly via email.

Members today can email administrators via the “Report an Issue” link in the footer of your Ning Network, but they have to be signed in to the network to access the form. Now, members can contact you even if they can’t sign in.

In our effort to emphasize Network Creator choice, we’ve left this contact form hidden on all existing Ning Networks. To enable it, simply click the new “My Network” tab, and then “Members”. Click “Controls” and enable the option to “Allow members to report login problems.”

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This new feature helps ensure that as many people as possible can access your Ning Network. If you have feedback about this feature, please let us know!

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26 thoughts on “Now available: Help your members with login issues

  1. Rev. Dennis Morgan Brown

    I renewed my ning account on August 19, 2010, for $19.95. You had posted on my web page and in
    my email that I had until August 20,2010. Your company has deleted major sites on my web page
    RevDennis Morgan Brown.ning.com, this was done prior to August 20, 2010. Please reinstate my
    page with all of the listings and sounds that you removed. Thank you very much.
    Rev. dennis Morgan Brown

    1. Eric Suesz

      Dennis: You can submit a ticket in the Help Center if you are having specific problems and we’ll try to get you some one-on-one help. I’m not able to answer this kind of question here on the blog.

  2. Dave Feldman

    I am a newbie with a client who wants a web site and we are suggesting Ning, which we will administrate for them. The problem? I’ve tried logging into numerous Ning sites (they are a not-for-profit, so I went to some of those). I was unable to log onto any of these. Our browsers are compatible (Firefox 3.5 and 3.019 on Mac and IE 8 on PC). Cookies and JS are enabled.

    1. Eric Suesz

      Dave: You are unable to sign in or sign up? You might want to share your observation on Creators. You can also submit a ticket in the Help Center, and we’ll try to get you some one-on-one help.

  3. Stefanie

    It appears today that invited members to my Ning network cannot seem to sign up. I received an email from a person I invited who could not get in. As an administrator, I tried signing in with his email and a password that I made up. This did not work. Then, I tried testing this with another one of my email addresses (one which has never been used for a Ning network before), and I cannot sign up with this address either. I have cookies and javascript enabled, and I am using a compatible version of Firefox (3.6.8).

    I am extremely frustrated as I have just started inviting people to my Ning network from collaborating companies (i.e. outside my own company) and they can’t sign in. This Ning network that we now pay for is a way to keep in daily contact with people related to my business and as such, it is very important for my day to day operations! Please tell me how I can fix this.

    Thanks.
    Stefanie

    1. Eric Suesz

      Hello, Stefanie! I haven’t seen any similar reports of people not being able to sign up for a Ning Network. You might want to share your question on the Creators Ning Network. We aren’t able to do real support here on the blog comments. We also have a Help Center that has a lot of informative articles about this. You can also submit a ticket in the Help Center if you are having specific problems and we’ll try to get you some one-on-one help.

  4. Manasvi

    Hi, I forogt which email password combo I used to open my livebeyond network as Manasvi Koul on Oct 20 2009, which is site to recruit bone marrow donors to save people lives suffering from cancers.

    I signed up again as Manasvi Koul and I managed my site till now. Now my network is taking off and I need to PAY MOENY to get advanced services, and I do not know how to pay as my current email ID does not have the LIVEbeyond network associated with it. NOW THIS IS INTERESTING I WANT PAY BUT DO NOT KNOW HOW. Can you help me please. my email address is [removed]

  5. Debbie Gorski

    I have a similar problem as mentioned above and don’t see a solution in the answers. We have a few members who are experiencing log-in problems. One member has changed her password and still can not gain access. I tried re-inviting, but she never received the email.

    Also, so since the Ning ID has been removed, as I understand I need to create separate profiles for each ning network I belong to. I used to be able to see all networks I belonged to when I signed in and no longer see this anymore (only see the one I am a creator). Is there an alternate method to see all of my networks? I don’t remember the names some were set up with.

    1. Eric Suesz

      Good question. You might want to share your question on the Creators Ning Network, and we can try to get someone involved who can answer this one.

  6. Vincent Wright

    Eric,
    I’ve got to agree with Tracy on this one.

    I’ve never been able to solve log in problems for members of my group(s) other than walking them through removing cookies and/or trying different browsers. (Removing cookies is still an alien exercise for many professionals who’re fairly new to the Web/social media.

    By the way, even as a loyal user of Ning, this is one of the singularly most frustrating problems I’ve had with members of My Linking Power Forum. Because of log in problems, many of my most supportive members have chosen to create multiple memberships. This should NOT be! PERIOD! (Don’t mean to yell other than to emphasize the magnitude of what this feels like from those of us administrators who want to seriously manage our groups and take good care of our members.)

    For the record: I’ve created well over 1,500 groups on a variety of platforms from Yahoo to Google to Facebook to all other major contemporary group building platforms. None of the others have generated the level of sign in problems that I’ve experienced in managing memberships on the ten Ning groups I created over the past 2-3 years.

    1. Eric Suesz

      Hi, Vincent. For the record: I’m familiar with you and your groups on many platforms and have conversed with you in the past on other platforms. I know that you have a lot of experience building communities and groups, so I appreciate your feedback and will definitely pass it along to our team. Keep STRONG!

  7. uniforms04

    hi

    in new mini ning plan i had pay for , it is possible or not to upload videos from my computer?
    or on new mini ning plan , i can only embed videos from youtube or other sites?
    i dont have the option in mini ning plan to upload the videos from computer ,very sad that.
    thank s

  8. Debora

    Hi,
    Something I observed is that if a user is signed in to a specific NING

    And tries to sign up to another NING after clicking the invitation link from their email, their sign up will not work. They will be first logged in into the original NING and after signing out and trying to sign up for the new NING again, the user receives a screen that the invitation is expired.

    Is that accurate?

    I’m having to create a help file for my NING members explaining them to sign out from any NING network prior to trying to sign in from an invitation to join a different NING…

    1. Eric Suesz

      Debora! Yes, that is accurate. We have removed Ning ID, so accounts are network-specific now.

  9. Heraldo

    The most common problem with signup is to press “cancel” or the like in the last page of the form.
    This is a UI design problem.

  10. Tracy

    Hi there,

    I read this blog post, but unless I’m missing something, I don’t see how to help a person who is having trouble signing in – or signing up! I just received an email tonight via my non-Ning email address saying “hi, wanted to sign up for your site, tried four times, but it won’t let me.” Great to know, but how can I help them?

    As an administrator or creator of a network, I can’t fix this… so what are we to do?

    Thanks,
    Tracy

    1. Eric Suesz

      Hi, Tracy. They can always request to reset their password if they already have an account. If they don’t have an account and can’t sign up, it could be for a number of reasons. My hunch is that they aren’t filling in all of the details on the sign-up form.

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