This can happen if you have set up the User Name and/or UserID including capital letters.
To check this:
Login in as Supervisor
On the Toolbar screen, right-click on the bottom ribbon and select Users.
This will bring up the Users List and you can check the details
To correct you will need to retire the User and then recreate a New User/UserID with a different User Name/UserID and all in lowercase
To Retire the User:
Select the Select the Relevant Company
Click System Admin
Click User Setup
Select the User
Click User on the toolbar menu at the top of the screen.
Select the Retire User option, the user will then be removed from view and no longer appear in the user list.
To set up a New user:
Select the relevant Company
Click System Admin
Click the User Setup icon and then follow the below steps.
Click User on the toolbar menu at the top of the screen.
Click Add User.
Enter a User ID, this must be a unique ID.
Enter the Name.
The initials will default based on the User ID.
Set the Toolbar Open tabs limit to restrict the number of tabs a user can have open if desired.
Use the System Access drop-down and select Yes unless the user is not going to log in. (This is normal for web portal authorisation users).
On the Email tab, enter the User email address. Only the first part of the email needs to be entered (before the @ ) if the domain is the same otherwise the full email address must be entered.
Click Apply.
Note: Do not click on the screen at this time, or else you will close the dialogue box for the Password entry screen.
Enter a password for the user once the prompt appears and click OK to confirm this. Passwords are restricted to 8 alphanumeric characters by default. You will be re-directed to the newly created user so you can configure their permissions, usually it is easiest to copy permissions from an existing user on this new user.
Select the user you wish to Copy access from
Click the Company option and select Copy Company Access
Select the user you wish to Copy access to
Click the Company option and select Paste Company Access. This user will now have a working login and account with access to the system.
If the user does not exist in the Users list after creation it will be because the screen was click out off too soon to create the password. To add the password:
On the Toolbar screen, right-click on the bottom ribbon and select Users. This will bring up the Users list.
Press the Ctrl+M keys to enter Modify mode.
Press the F4 key to create a new Line.
Enter the UserID all in lower case.
Define the name under Details.
Double-click in the Password column to enter the password.
Press the down arrow key and click Exit.