Error: "Oops! We can't seem to find your account."

Overview

You cannot log in to the FirstRain app as you are getting a message that your account does not exist.

This issue may happen when:

• Your username is different from your email address.
• Your account hasn't been created or it has been removed.

Solution

• If you have a FirstRain account (i.e., receive daily emails from FirstRain), submit a request to change your username (to match your email address).
• If you don't have an existing account, reach out to your company administrator to create a FirstRain account for you.

<supportagent>

1. Open the Administration section in the FirstRain app.
   
   
   
   
2. Search for the user account using the email address.
   • If the username does not match the user's email address, you need to modify the username to be the same as the email.
     
     
     
     
   • If the account is deleted, check for previous tickets under the same organization - an administrator may have requested to remove the user. In this case, the user should contact their company administrator.
     
     
     
     
   • If the account does not exist, a new user account can be created if requested by an admin. Otherwise, ask the customer to contact their company admin.
     Note: You can check if the requester has admin rights from the Administration section in FirstRain.
     
     

</supportagent>