Triage Steps for Coaches

PARTICIPANT CHALLENGES

• MyREBOOT

• Participant is unable to view the proper course in MyREBOOT or access appears to be limited to an old course or a single course (ex: Crisis Course or FR 1.0 is only visible to the participant) 
  • When viewing MyREBOOT on the mobile app, only courses they have previously participated in will appear on the “Home Screen.” To locate their course, they must click on the text saying “Show All” at the top right. This will open up all courses. They can scroll to the appropriate course, click into it and now it will appear on their home screen moving forward. 
  • If that doesn’t work, have them log out and log back in. Ask if they may have multiple emails they have used in the system. 
  • If that still doesn’t work, have them visit rebootrecovery.com/free and create a new account. If it says that their email is already in use, proceed to create a ticket and assign it to Terri as they do not have the correct “permission setting” in MyREBOOT. Create a ticket and escalate to Admin. 
    • They may be using the wrong email address and therefore there is no Leader account associated with that email address. 
    • They may have unsubscribed from our mailing list. Go to the contact record in Hubspot, scroll down on left hand menu to “Communication Subscriptions” → View Subscriptions
      • Ensure that the leader is “subscribed” to the “Leader Updates” subscription type. If they are not, click next to the subscription type and approve them to receive those emails. It will ask if you have their permission, which you do based on their ticket submission. I’m not getting the password reset email from MyREBOOT.

LEADER CHALLENGES

• MyREBOOT
  • Leader is unable to view the proper course in MyREBOOT or access appears to be limited to an old course (ex: FR 1.0 is only visible to the participant) 
    • When viewing MyREBOOT on the mobile app, only courses they have previously participated in will appear on the “Home Screen.” To locate their course, they must click on the text saying “Show All” at the top right. This will open up all courses. They can scroll to the appropriate course, click into it and now it will appear on their home screen moving forward. 
    • If that doesn’t work, have them log out and log back in. Ask if they may have multiple emails they have used in the system. 
    • If still not working, they do not have the correct “permission setting” in MyREBOOT.
      
      
  • Leaders click on “Curriculum” in LeaderHub and are unable to log in to MyREBOOT. 
    • They must log in to MyREBOOT apart from their LeaderHub magic link. Verify that they have tried to log into MyREBOOT directly by visiting my.rebootrecovery.com and entering their login credentials. 
      • If they cannot remember their login credentials, have them click “Forgot Password” and complete that process. 
      • If they enter their email address and it says “invalid email or password” then they either do not have an active MyREBOOT account yet or they are using the wrong email address. 
      • Once they have logged in, have them go back to LeaderHub, hit refresh and click on Curriculum. 
    • If that doesn’t solve the issue, please escalate the issue by creating a ticket and assigning to Admin.
      
      
• LeaderHub
  • Magic Link is “not working” and Leader cannot log in. 
    • Magic Link is expired message when they click the link in their email
      • This challenge is most easily solved via a screenshare video call. 
      • Begin by having the leader go to their email and delete all threads from our LeaderHub system regarding the Magic Link
      • Next, have the leader go to leaderhub.rebootrecovery.com and enter their email address. 
      • They should receive a link for the Magic Link - have them click.
      • If the same error occurs, it is likely that their email spam system is blocking the link from functioning. Therefore, they will need to create a username and password for LeaderHub by doing the following: 
        • • Click “Log in with password instead?” 
      • Click “Forgot password” 
        • Enter the email and they will receive a link to set a new password associated with that email. 
        • Once they have set their password, have them log in with their email and password. 
        • Moving forward, their browser should have them auto-login but if it doesn’t they should save their username and password for future reference or they can repeat the forgot password process.
          
          
    • They are not receiving a Magic Link
      • Have them check their spam folder
      • Verify that they do not have an alternate email address in LeaderHub by clicking “Admin” and looking up their name. 
      • Verify that they are entering the correct email address into the magic link form. If they were not, this should fix the issue. 
      • If they are using the correct email address and still not receiving the Magic Link, have them create a username and password by doing the following: 
        • • Click “Log in with password instead?” 
      • Click “Forgot password” 
        • Enter the email and they will receive a link to set a new password associated with that email. 
        • Once they have set their password, have them log in with their email and password. 
        • Moving forward, their browser should have them auto-login but if it doesn’t they should save their username and password for future reference or they can repeat the forgot password process.
          
          
  • “Participants have registered, but they aren’t showing up in my LeaderHub.”
    • There can be multiple reasons for this: 
      • They need to select the proper rotation in the drop down under ‘My Participants’ 
      • There is a sync error between Leaderhub and Hubspot
        • Find their group in LeaderHub to see what they are seeing. 
        • Go to Hubspot, find their rotation and view the list of participants (Associated contacts → Filters → Association Label
        • Compare the list of participants with the list in Leaderhub
          • If all of the names are present, then the participants that they believe have referenced have likely not
          • If names are in HubSpot but not in LeaderHub, escalate by creating a ticket for Jenny. 

• • “There are participants on my list that don’t belong to me” or “I have a ton of registrations, are those people real? 
    • This is likely a syncing error and will require escalation. Create a ticket.
      
      
  • Leader is not receiving emails when participants register
    • Go to the contact record in Hubspot, scroll down on left hand menu to “Communication Subscriptions” → View Subscriptions
      • Ensure that the leader is “subscribed” to the “Leader Updates” subscription type. If they are not, click next to the subscription type and approve them to receive those emails. It will ask if you have their permission, which you do based on their ticket submission. 
  • Next, go to the rotation they are currently asking about. 
    • Once in that rotation record, click on the word “Actions” next to the Rotation Details in the left sidebar. Then click “View All Properties.” 
    • This will open up a side panel with a search box at the top. Type in the word “Email” 
    • Ensure that the “Associated Primary Leader Email” is the correct email for the rotation primary leader. 
    • If it is different, please update it accordingly.  
    • If the problem persists, create a ticket for Kolby
  • If they are able to give you a specific name of someone they know registered for their group, you will complete a similar series of steps to determine if there is a larger issue. 
    • First, find the participant contact record in Hubspot. 
    • Click on ‘Activity’ - scroll down to see an activity called “Form Submission”. You may need to expand that section to see if they actually registered for the rotation or not. If they did not, you can alert the leader that they did not complete a form registration. 
    • If they did, click on click on the word “Actions” next to the Contact Details in the left sidebar. Then click “View All Properties.” 
    • This will open up a side panel with a search box at the top. Type in the word “Email” 
    • Ensure that the “Associated Primary Leader Email” with this contact is the correct email for that rotation leader. 
    • If it is different, please submit a ticket to Kolby. Do not update the record as this will likely signal a deeper issue than a single record. 

• • “I completed the Group Details intake form, but my group isn’t showing up on the website.” 
    • Go to Leaderhub as an admin and select their location. 
    • Click on Group Details, and look at the intake form associated with the rotation in question. 
    • Open that intake form and ensure the following: 
      • All fields are complete, date is in the future, address is listed
      • Click “Submit” to resubmit the intake form
    • Go to Hubspot and confirm that the rotation is displaying properly and that it contains the critical information including ST - City (description) Starting on xyz
    • Check the website to see if the location is now posted 
    • If it is not, please create a ticket and assign to Jess Hall
      
      
  • “The location name on the website isn’t correct.” 
    • This can only be updated by our HQ team. Please create a ticket and assign to Admin

• • “My start date on the website isn’t correct” or “I need to change my start date.”  
    • The leader can update their start date by going to LeaderHub, Group Details, selecting the rotation they wish to update, updating the data and hitting submit. This should update the record in Hubspot and our website. It may take up to 3 hours to sync. 
    • To verify, you may have them update it and alert you when it is complete so you can verify. To verify, check the website first. If not updated there, go to the Admin view in Leaderhub and ensure the intake form has the modified date they desire. If not, have them try again to update the data. If it does, and the form appears to be complete (not missing any fields), please create a ticket for Kolby.
      
      
  • My Co-Leader can’t access MyREBOOT
    • Option 1: ask them to have the co-leader go to  leaderhub.rebootrecovery.com where they should be able to enter their email, receive a magic link and login. 
    • Option 2: ask them to remove the co-leader from their team in LeaderHub and then re-invite them. 
    • Option 3: have them complete the forgot password steps: 
      • Click “Log in with password instead?” 
  • Click “Forgot password” 
    • Enter the email and they will receive a link to set a new password associated with that email. 
    • Once they have set their password, have them log in with their email and password. 

• • Leader has changed their email and needs to update that record in LeaderHub
    • The leader can update the email associated with their LeaderHub account by click on their name in the bottom left corner of the app. This will open a settings screen and they can update their email accordingly.