# Steps
Establish the username that is being used during the login process.
Establish if they want to access the Field app (crewmembers, canvassing) or want to access another application.
Establish the problem they are having.
Based on the username establish if there are any problems with the account by executing the 'Check account problems' action.
Based on the problems search for the problem in this article to decide how you can help the user.
# Problems
## User is not receiving emails
The user can use the 'Forgot your password?' functionality which is available during the login process.
### Keycloak account has no email
The user has not provided an email address in their account. They should ask a colleague to reset their account in Campaign Manager.
### Keycloak account has obsolete email
The known email address is obsolete. This might be caused by a technical issue. The user should talk to a person.
### Email not verified
When the email address has not been verified the user will not receive any emails. This will cause the user to be unable to reset their password when they forgot. To solver this the user should talk to a person.
## Access denied
The following errors can be the root cause in case the user gets an 'Access denied' message.
### Account is blocked
If the account is blocked the user has made too many unsuccessful login attempts. To unblock the account they should reset the account via Campaign Manager. When the account is blocked the user won't receive any emails.
### New person not synced to Keycloak yet.
The account is new, the user changed their email or a user reset has been used. Ask the user to wait 5 minutes before trying again. If after 5 minutes the same problem still exists they should talk to a person to resolve the issue.
### The username on the person does not match the username in Keycloak.
There is a technical issue. The user should try to reset the account via Campaign Manager. If this is already attempted they should talk to a person.
### User has the following required actions
If the user still has required actions this means that the account probably is not fully setup yet. The user should look into their inbox for the activation email.
## You are not authorized to access this application
The following errors can be the root cause in case the user gets 'You are not authorized to access this application'.
### Person not related to any keycloak user based on external ID.
There is a technical issue. The user should try to reset the account via Campaign Manager. If this is already attempted they should talk to a person.
## No recent login attempts
### Wrong username
The user hasn't used the username that is assumed in the chat. This can be due to a typo or miscommunication. Verify with the user if the username you assume he is using is matching the username being used.
### Wrong environment
Maybe the user is attempting to login in the wrong environment. The user should check the URL in the browser when on the login page. If it is login.briggsandwalker.com the user is trying to login to the EU environment, login-nz is the New Zealand environment, login-au is the Australian environment and login-test is the test environment. Users are only known in their own environment.