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 space dedicated to your organization on the Feedback Management platform.
A user is an individual access to your organization's Skeepers account on the Feedback Management platform. It is possible to assign a number of rights and roles to a user.
A recipient is an individual access limited to certain shared elements. The elements shared with recipients (notably dashboards) are at the initiative of a user or an administrator. Technically, a recipient is a user with extremely restricted rights confined to read-only access without the possibility of modification on the platform.
An administrator (also known as the account operations manager) is a "super user" who holds admin access to your organization's Skeepers account on the Feedback Management platform. They are usually designated at the beginning of the partnership with Skeepers. Subsequently, they manage the creation and management of Skeepers Feedback Management access on your organization's account. They hold this right :
A shared dashboard refers to the data visualization tool offered by the platform. If a dashboard is shared privately, access is restricted to a few selected recipients.
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 ?
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.