Every once and a while a contractor may contact you because they can't login to RAVE, they've forgotten their password, they can't access a project, project documentation, or tasks in the schedule. We've created the below list to help you fix the most common reasons for these, starting with:
- Clarifying what their issue is
- if the contractor's RAVE invite email link has expired/doesn't work, they have deleted their invite email, they have lost their invite email, or they just haven't logged in yet - those with branch owner permissions can resend the invite via their contractor list/profile dropdown
- if they already have a RAVE login that they are currently using, different to the one you've created, and they want to use their existing RAVE login to access your jobs too - remove the contractor profile your added into RAVE, and invite them with their existing RAVE user login - this is the fastest way to fix this issue
NOTE: if the contractor is telling you they can't see your projects, or they can't see their other building companies projects - this is a big clue that you've invited a different RAVE user login to the one they are already using- if the contractor is not receiving notifications (i.e. password resets and schedule change notifications - if turned on) check if their RAVE login email and their notification emails are different - if so, check with the contractor where notifications should go and correct the notification email by editing their contractor profile if required
- if the contractor has previously logged in - but they have forgotten their password, or if their password is no longer working - add their RAVE login email address to this link (https://pro.ravebuild.
com/s/password/reset ) to send them a password reset link*, so they can set up their new password
*this assumes their notification email is correct and/or the contractor has access to the notification email address - Check if the contractor is logging in with the RIGHT email address
- actually ASK THEM what email address they are using to log in with and check if this is what has been set up for them i.e. some users will be auto-logging in to RAVE, they have inherited a laptop etc, and don't actually know what their login email or password are. So check what their actual RAVE login email address is, against the RAVE email login as displayed on your contractor/contacts list page*
*via the screenshot below - the bottom email is their RAVE login/email username, the top email is their notification email for password reset and schedule change email notifications - If your contractor can log in to RAVE but...
- they can't see your project - check if the project is visible to outside parties i.e. is in an active or maintenance states, and check that you have added their RAVE user profile to the project via the people's tab of the project
- they can see your project but can't access the schedule - check that you have activated the schedule
- they can't see the tasks you've assigned to them - check that you have assigned the contractor to the task as a primary or secondary contractor
- they can see their own assigned tasks, but they can't see the rest of the schedule - check that you've ticked their 'view all visible tasks' permission for this contractor in the people's tab, and also that any other tasks that should be visible to them have the task visibility tick box ticked
- they can access the project but can't see documentation - check that you have added documentation in to a view by all document folder and/or their own contractor folder
- they can access the project but can't see a checklist that they should have access to - check that you have given them access to that particular checklist