Question 1

Que faire lorsque le système ne parvient pas à détecter votre adresse e-mail en tant qu'utilisateur externe lors de la connexion à l'application Indigo™ ?

Accepted Answer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/441yprd4dn/pick%20account%20error.PNG (pick account error.PNG)

Assurez-vous que vous utilisez la dernière version de l'application Indigo™. Avec une connexion internet stable, essayez gentiment de passer de "production à "staging" puis assurez-vous de le remettre à "production" avant de procéder à la connexion comme indiqué ci-dessous.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/fs1ibGdSoh/staging.PNG (staging.PNG)

Si le problème persiste, veuillez nous contacter à l'adresse softwaresupport@birchesgroup.com et nous envoyer une capture d'écran de l'erreur que vous rencontrez.

Question 2

What to do when you encounter the “404 Page not Found” error in the Community™ website?

Accepted Answer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/Ye6NjF5yPZ/404%20error.PNG (404 error.PNG)

Using a stable internet connection, kindly access the Community™ website via our recommended browser (Google Chrome) then go to the settings to clear the cache and ensure that the necessary cookies are accepted. Once done, try to log-in and re-download the reports. Click this link if you need further instructions on how to download the report from our website.

In case the issue persists, kindly reach out to us at softwaresupport@birchesgroup.com and send a screenshot of the error you are encountering.

Question 3

What to do when the system fails to detect your email address as an external user when trying to log-in the Indigo™ app?

Accepted Answer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/441yprd4dn/pick%20account%20error.PNG (pick account error.PNG)

Ensure that you are using the latest version of the Indigo™ app. With a stable internet connection, kindly try to switch from “production to “staging” then ensure to put it back to “production” before proceeding to log-in as shown below.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/fs1ibGdSoh/staging.PNG (staging.PNG)

In case the issue persists, kindly reach out to us at softwaresupport@birchesgroup.comand send a screenshot of the error you are encountering.

Question 4

How do I reset my password?

Accepted Answer

The video will show you the step by step process in resetting your password.

NOTE: Your new password will not be registered in our system. Hence, we will not be able to send you a password reminder in case you would need it. You may simply reset your password again if you have forgotten the previous one.

Still need help? Contact us.