Cannot login - Orphaned Username

Attention Roubler User: this article is intended for a Roubler administrator. 

Please ensure you copy the link, send it to your Company's Roubler Administrator and request their assistance to resolve your issue.

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Good day Roubler Administrator

You’re probably reading this because someone used the Roubler Login Assistance chatbot and got sent here for help with logging in.

What’s the Problem?

Roubler keeps usernames and user profiles in different places. For someone to log in properly (on the app or computer), their username and profile need to be linked together.

This happens when they first join Roubler:

1. They get an email invitation.
2. They click the link inside.
3. They follow the steps to set up their account.

If something goes wrong during this setup, their username and profile don’t connect properly. That means when they try to log in, Roubler knows their username exists, but it can’t find their profile—so they get an error message.

Error Screens

Mobile app:

Desktop:

What Should You Do?

If someone has this problem, contact Roubler Support by sending an email to [e-mail] and give them:
✅ The name of the employee who can’t log in.
✅ A short note saying their username might not be linked properly.

Roubler Support will then:
🔹 Give you steps to fix it, or
🔹 Ask the tech team to manually connect the username to the profile.

Thanks for helping make Roubler work smoothly!

Kind regards,
Roubler Support Team