User Not Found

The Issue

When a User logs in, they are told their account doesn't exist or User Not Found (5000). Another error that may appear on Windows is Your email or password is incorrect. This error happens for a couple of different reasons. Either the typed email address does not match an email in GoCanvas, or the login portal is incorrect.

Examples of the errors you may see:

Mobile	Windows

The Resolution

The root causes of these issues are pretty easy to fix. If the email entered is incorrect, the user should correct the spelling of the email to log in. If the account doesn't exist, they should contact their Admin to have an account created for them.

The final cause of the issue is a bit more challenging to notice. The URL for the GoCanvas application dictates which login portal is used. GoCanvas has one portal for Australia and one portal for all other countries. The login URL can be found in the settings at the bottom.

Mobile	Windows

Worldwide URL: services.gocanvas.com

Australia URL: au.gocanvas.com

Step by Step

If you find the URL incorrect for your region, you can use the following steps to resolve the issue.

1. Open your GoCanvas application, not the website.
2. On the login screen go to Settings or tap the Cog icon.
3. Locate the URL at the bottom of the settings screen.
4. Click or Tap on the URL.
   • If you access the URL and are unable to edit it, it is because you have data on your device. The URL is only editable if you clear your data. Clearing your data will delete all data within GoCanvas.
5. Change the URL to one that matches your region.
   • Worldwide URL: services.gocanvas.com
   • Australia URL: au.gocanvas.com
6. On Mobile you will tap Save URL.
   • Windows does not require a save, you can simply click off the URL.
7. Attempt to log in again.
8. If you find that you are still unable to log in, contact your Admin for further assistance. It is possible they misspelled your email or used a different email login for your account.