Are you trying to access the Skeepers Feedback Management platform but encountering connection issues ?
You need to authentify to the platform's back office using the username and password provided to you by your internal Skeepers administrator.
This article outlines the different scenarios that can lead to connection issues, depending on the error message you see.
Glossary
A Skeepers Feedback Management account is the dedicated space for your organization within the Feedback Management platform.
A user is an individual access to your organization's Skeepers account within the Feedback Management platform. A set of permissions and roles can be assigned to a user.
A recipient is an individual access limited to certain shared elements. Items shared with recipients (notably dashboards) are initiated by a user or an administrator.
From a technical perspective, a recipient is a user with very restricted permissions, limited to read-only access with no ability to make changes within the platform.
An administrator (also referred to as the account operational manager) is a "super user" who holds admin access to your organization's Skeepers account within the Feedback Management platform.
They are usually designated at the beginning of the partnership with Skeepers. They are then responsible for creating and managing access to the Skeepers Feedback Management account for your organization.
A shared dashboard refers to the data visualization tool provided by the platform.
If the dashboard is shared privately, access is restricted to selected recipients only.
Requirements
Did you use the correct username ?
To access your Skeepers Feedback Management account, you must use your username, not your email address. Make sure you have entered the correct ID to log in.
If in doubt, you can find your username in the email provided when your access was created. It was sent by "no-reply@myfeelback.com" with the subject "Creation of your account":
If you have forgotten your username, we invite you to contact your internal administrator to find out which username is linked to your email address.
Forgot your password?
When a new user is created, he/she receive an email to set his/her password. If you have not done this within the given timeframe, please contact your internal administrator to follow this procedure.
If you have forgotten your password, you can click on the “Forgot your password ?” button on the platform’s login page to enter your username.
Within a few minutes, you will receive an email from "no-reply@myfeelback.com" with the subject "Your new password", inviting you to reset your password :
Be cautious: after 5 failed login attempts (wrong username, password, or domain, if using SSO), the IP address you are using will be temporarily blocked. For 30 minutes, you will see this error message whenever you try to log in :
Error messages and solutions
| Error Message | Cause | Solution |
|---|---|---|
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The suspension only lasts 30 minutes, after which you will be able to access the platform again. |
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Please use only the dashboard links that were specifically shared with you. | |
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Please use only the dashboard links that were specifically shared with you. | |
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If you have not received a new link, generate a new one or request it from the person managing your account’s dashboards. |
Still canot connect to the platform ?
You can Contact us via the form available on the login page. After entering an incorrect username or password, click on "this form" in the message that appears.
In the form, feel free to provide your username, email address, organization’s account, and the error message you are encountering.