Habit Builder Troubleshooting

Here's our top tips for ensuring a seamless Habit Builder experience in your Workshop or Conversation session.

Article Quick Links:

• Pre-Session Checklist 
• What to do with an "Oops" Error Message
• Commitment Didn't Save
• Participant forgot their password
• Participant can't Login
• Participant not getting notifications

Pre-Session Checklist

Take time before you run your session to review this article as well as your set up in the platform and the key information to share with your group.

1. Verify that Actionable is on the Allow list for your client. 
   1. Connect with the Client's IT team and share the Actionable System Requirements and Firewall Allow List Rules to make sure Participants have web access and will receive notifications.
2. Make sure the Module is Active
   1. Navigate to the Program Overview page
   2. Find the Module that you are running and check the status:
      1. If it reads "Active" or "Scheduled" the sessions are good to go
      2. If it reads "Draft" or "Deactivated," click the three dots in the top right corner of the Module, and click "Activate"
   
   
   
   
   
3. Check Direct Session Link
   1. On the Program Overview page, select the Session that you are running.
   2. On the Session, click the three dots in the corner of the Session tile
   3. Find and click on "Copy Session Link"
   4. Open up a new tab in your selected browser and paste the link. 
      1. If it takes you to make a commitment, the sessions is good to go
      2. If it shows you an "Oops" message, jump here to troubleshoot. 
         
         
         
         
4. Check QR Code
   
   1. Next, from the drop down click on "Generate QR Code"
   2. Scan the QR code with your phone 
      1. If it takes you to make a commitment, the sessions is good to go.
      1. If it shows you an "Oops" message, jump here to troubleshoot. 

What to do if you get an "Oops" Error Message

When setting up a Module the last step is Activating the Module. When the Module is not Active, the "Oops" error appears when participants try to access the session. If an Access Link or QR Code isn't working, you can check the status of your Module and Activate it using the steps below.

Steps to Activate your Module:

1. Navigate to your Program Overview Page
2. Find the Module in question then:
   1. Click the three dots in the top corner of the module, and select "Activate" from the drop down.
   2. Or, Click the Module name to be taken to the Module overview page, and click Activate at bottom of screen.
      
      
      
3. Test the Session ID, QR Code, or direct Session Link.
   
   

If you are still seeing an error message when testing your code or link, you can Deactivate and then re-Activate the Module. Deactivating a Module blocks participants from creating new commitments but all active commitments will progress as intended.

Commitment Didn't Save

There can be times when Participants make a commitment but it does not save. This is rare, but here are some recommendations to prevent interruptions when creating commitments.

• Ensure the participant has a stable internet connection.
• When creating the commitment, do it all in one go. If they need to make changes to the commitment after, see here for instructions on resetting a commitment.
• Check to make sure the participant is using the latest version of Chrome, Firefox, and/or Safari (Desktop of Mobile), or Edge.

Participant doesn't remember their Password

If a Participant has made a previous Commitment, they will be prompted to enter their password as part of the process to create their new Commitment. If they don't remember their password they can follow the steps below.

1. The participant has entered their email and have been instructed to enter their password
2. Click the "Forgot Password?" link under the password entry field.
3. They can enter their email on the next screen and click "Request Reset"
4. Have them check their email immediately.
5. Following the directions in the email to reset the password, and then they will be taken to their Commitment Dashboard, from here they will click "New Commitment"
   
6. They will then enter the Session ID, and be taken back to their Commitment with all of the fields filled out. 

Participant Can't Login

There may be times when a participant already has a commitment on the go but can't login to their Dashboard. Here is what you can do to help! 

1. Login to your Partners site and find the User Lookup in the sidebar. 
2. Input the User's first and last name and click "Lookup"
3. Look through the records list, and identify if there are any duplicates for this participant. 
   1. If yes, email help@actionable.co with the users first and last name and their preferred email, and we can merge the accounts so they can log in. 
   2. If not, click the users name to be taken to the User Overview.
4. On the User Overview you can view all the details of the participant's account.
5. From here you can Send a Password Reset, and send them the correct client domain that they should be logging in from. This will usually resolve the issue.
   
6. If the participant has further issues after this, please reach out to help@actionable.co and include the participants first and last name, their preferred email, and any troubleshooting you have already done.

Participants Not Getting Notifications

Notifications are directed to the email or phone number that a Participant set when creating their commitment. If a Participant created an account but entered an incorrect email or phone number, they won't get their notifications. You can help them verify their contact settings by walking them through the steps below: 

1. Check to see if they can login to their account. They can login here or via their client specific domain. 
   1. If they can't login, please email help@actionable.co with their name and correct contact information.
   2. If they can, you can share the following instructions with them. 
2. Once on the Dashboard, click the profile icon in the top right corner of the screen, then  select "Account Settings."
3. Under "Notification Settings", the participant can add their new contact information by clicking  "+ Add Email" or "+ Add Phone."
4. Once entered they can go below to Primary Contact to select the the preferred email or  phone number for notifications.
5. Optional: they can click "X" to remove any incorrect contact information. If the X does not appear, it's listed as the Primary Contact.