Why is the User's Account Locked?
An end-user must have an active, assigned package to access the Nutrogen mobile app. If they receive a notification that their account is locked, it is because their access has been revoked for one of the following reasons:
No Package Assigned: The user was never assigned a subscription package.
Canceled Package: Their previously active package has been canceled.
Expired Package: Their package has reached its expiration date.
Failed Payment: A scheduled payment failed, and the account was deactivated after the designated grace period.
How to Reactivate a User's Account
To restore a user's access, you must assign a new package to their profile.
Step-by-Step Guide:
Navigate to the Users List: From the main dashboard, go to the Users tab on the left-hand navigation menu and click on Users List. (A screenshot at 0:02 shows the Users List).
Select the User: Find the user whose account is locked and click on their name in the list to open their profile. (A screenshot at 0:41 shows a user being selected).
Go to Package Information: In the user's profile, click on the Package Information tab in the left-hand menu. (A screenshot at 0:44 shows the Package Information tab).
Check the Assigned Package: This screen will show if a package is currently assigned.
If no package is visible, the user's account is locked. Proceed to the next step.
Note on "In-Active" Status: If you see a package assigned but the user's status on the main Users List is "In-Active," this simply means the user has not logged in for the first time yet. Their account is not locked, and you do not need to reassign a package. They just need to complete their initial login.
Update the Assigned Package: If no package is present, click the Update Assigned Package button in the top right corner. (A screenshot at 1:21 shows the Update Assigned Package button).
Assign a New Package: A list of available packages will appear. Select the appropriate package to assign to the user and save your changes. Once assigned, the user will be able to log in again.
Important Information Regarding Payments:
If the package you assign requires payment, the user must log in to the web app first to complete the payment process. Payments cannot be initiated from the mobile app. Once their payment is successfully processed through the web app, their account will become fully active, and they will gain access to the system and the mobile app.