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BDR: Login issues

The user is having trouble logging into the BDR App.

Possible Causes

  1. The staff may have made a typo.
  2. Entering the wrong email or password.

Troubleshooting


1. Check they have a login account OR are logging in with the correct email address.
    1. Go to the BDR Admin Portal (PROD)
    2. Login with your Scantek account as a Tenancy Admin
    3. Under the User Management tab, select the venue from the Account drop-down.

Is the venue trying to login with correct account? If not, advise them to do so.

2. Was the password changed recently?
    • Re-enter the password - a simple typo may be the issue. Ask the caller to try typing the password one more time.
    • Check with other staff members - the password may have been changed by another person who recently used the iPad. Advise the caller to check with the last person who had the device.

3. Check correct environment

    • In the login screen check the URL is "keycloak.bdr.scantek.cloud..."

4. Reset the password - last resort.

  • The caller will need access to email inbox to receive the confirmation code.

IMPORTANT

Do NOT change the email. The Licensee needs to request account changes through LGIRS.

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