If a Member can't log in to KnowledgeShare, we suggest the following checks:
1. Has their OpenAthens account expired?
2. Is their OpenAthens account linked to a different organisation to the one listed on their KnowledgeShare record? This could be because they have recently moved organisations and haven't yet updated their Athens account.
3. If they used a login link in their Welcome email, has the link token expired? If so, you can trigger a new Welcome email from the bottom of their KnowledgeShare user page.
4. Does their KnowledgeShare record have the wrong OpenAthens details? If so, delete all details from the Username and Openathens persistent user ID fields.
After saving the record, go back in and send a new Welcome email.
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