JOEY help

When JOEY says one of your logins has stopped working

JOEY works by signing in as you. When one of the logins it uses stops being accepted, it stops being able to read a lead or send a message, and it will not keep hammering a login that has been refused. This page explains what we check, how we decide which login broke, and what to do when the fix does not take.

The short version

Your dashboard tells you WHICH login stopped working, or says plainly that it cannot tell.
You enter the new details there, twice, so a typo cannot be saved.
We save them and immediately try to sign in. Only a real sign in counts as fixed.
If the sign in fails, your previous entry is put back and you can try again or reach us.
You get a message when the new details are accepted, and a second one when your JOEY is actually back at work.

Questions

What is the two factor email, and why does JOEY need it

It is the mailbox your CRM sends its security code to. JOEY signs in to your CRM as you, and when your CRM asks for a code to prove it is really you, JOEY has to read that code from somewhere. That somewhere is this mailbox.

It is not a second password for JOEY. It is your ordinary work mailbox, the one the code lands in.

Why did it stop working when nothing on my side changed

Usually something did change, just not in a way that felt like a change. The three common ones are: your workplace made you set a new password, your work email address itself moved (a new address, a new domain, a name change after a move between stores), or your mailbox signed us out because a security policy expired the session.

Any of those breaks the sign in without touching your CRM password at all, which is why we try to tell you which one it is instead of asking you to retype everything.

How do you know WHICH one broke

We sign in for real and read what the site says back. When your CRM shows its own "incorrect username or password" message, that is the CRM login and we say so. When your CRM accepts the password and then asks for a security code we cannot get past, that points at the mailbox instead.

When the evidence does not point at one, we say your logins need attention rather than naming a guess. We would rather tell you we are not sure than send you to retype a password that was already correct.

Can you check my two factor email as well

Not yet, and we will not pretend otherwise. We can sign in to your CRM and tell you whether that login works. We do not have a sign in check for the mailbox, so if your card says we cannot test that one, that is literally what is happening rather than a polite way of saying it is fine.

If your CRM sign in gets as far as the security code step and stops there, the mailbox is the most likely cause even though we have not proved it. Contact us and we will look at it with you.

Why do I have to type it twice

Because a password field hides what you typed, and a single wrong character looks identical to the right one. Two boxes that have to match catch the slip before it is saved.

We compare them in your browser and again on our side, so the check cannot be skipped.

Why do you test it instead of just saving it

Because a saved password and a working password are different things, and we have shipped that difference before. A password that is stored but wrong looks completely healthy from the outside while your JOEY quietly does nothing.

So when you confirm, we save it and immediately try to sign in with it. If the sign in works we keep it and tell you. If the site refuses it, we put your previous entry back and tell you it did not take. You are never left with a password we have not tried.

What happens to my old password if the new one fails

It comes back. We keep the previous entry and restore it the moment a new one is refused, so a failed attempt leaves your account exactly where it was rather than in a worse state.

Nothing is deleted either way. The attempt is recorded so we can see what happened if you ask us.

It says saved but not proved yet. Is that bad

It means we saved what you typed and could not run the sign in test, usually because the machine your JOEY runs on is offline at that moment. It is not a failure and it is not a pass.

We keep checking. As soon as the test can run you will get a message telling you whether it worked. If it stays like that for more than a few hours, contact us.

What if my CRM password ALSO changed

Update both. The card lets you re-enter either one, and each is tested separately, so fixing one does not hide a problem with the other.

Do the CRM login first if you are unsure. It is the one we can test, so you get a definite answer on it, and that narrows down what is left.

The test keeps failing and I am sure the password is right

Stop retyping it. Repeated failed sign ins can get the account itself locked, and then the password being right stops mattering.

Two things worth checking first: sign in to your CRM yourself in a normal browser to confirm the password really is accepted, and check whether your CRM now requires a security code it did not ask for before. Then contact us with what you saw and we will take it from there.

Who can see what I type here

Nobody. What you enter is encrypted the moment it is saved, and there is no screen anywhere, for you or for us, that shows it back. Our own team cannot read it, which is also why nobody here can type it in for you.

Every time it is unlocked to be used, that is recorded, so there is a record of what touched it and when.

Still stuck

Tell us what the card said, which login you tried to update, and what happened when you signed in to that system yourself. That is enough for us to pick it up without any back and forth.

Contact support Back to my dashboard

Never send us a password. We cannot read the one you saved and we do not want a copy of it anywhere else. If we need something from you we will ask you to enter it yourself, in your own dashboard.