Sometimes an event participant will email you saying that they've lost access to their fundraising page. When they sign in, it says that they aren't registered for the event anymore. In over 90% of situations, the problem is that they're trying to sign in using the wrong username. 


In Luminate/Convio, it's possible for more than one account to share the same email address. Many of our constituents have duplicate accounts that share the same email address. The email field is not a unique value in the database. There are only two fields in the database that must contain unique values, in that no two accounts can have the same value. The two unique fields are: Username & Constituent ID Number. 


In order to check if your participant is using the correct login credentials, follow these steps:

  1. Log into the Luminate/Convio administrator backend at: https://secure2.convio.net/cco/admin/AdminHomePage 
  2. In the top menu, select Fundraising > TeamRaiser
  3. In the search box, search for your TeamRaiser Internal Name. If in doubt, check our Luminate Naming Conventions for the event naming. 
  4. Beside your event, click on Manage in the Action column. 
  5. Under Participant Search, type in your participant's first and last name. Click Search This Teamraiser to submit. 
  6. The participant's account will be displayed in the results. Click on the participant's name. 
  7. You are now reading the participant's event summary page. It contains all of the event-specific information for this participant. From this page you have the option to update their registration information, edit their fundraising page, change their team, or make them inactive. This page also displays their username and unique constituent ID number. This is the username that is registered for the event, and is what they should be using to log in with.
  8. Email your participant and tell them to use the username that you see on this page. If they know their password, then you are done and can stop reading this article.


If they don't know their password, keep reading.  

  1. To reset their password, you need to go to their account profile page. You can get there by clicking on Edit Constituent Info
  2. On the profile page, just below their summary contact information, you'll see a link to Change/Reset Password. Click on it. 
  3. You'll have two options: Manually set their password, or Send Password Reset Email. In most situations you'll want to send them a reset password email. This triggers a system-generated email that contains a unique link that will allow the participant to reset their password. Note: The link in the email expires after 24 hours.
    • In some situations, you may want to manually set their password. If a user is having great difficulty with the website and needs troubleshooting assistance, you may wish to use this feature to temporarily change their password to something generic. This allows you to login to the front-end of the website as that user in order to troubleshoot their issue or complete a task that they are unable to complete. After completing the task, you will then trigger a Reset Password Email so they can update their account back to a password of their choosing. If you take this route, always ask permission before taking control of a user's account. 
    • Note: You can only override/manually change the password of a constituent account. It is impossible for another user to override an Administrator's account this way. However, any administrator can activate the Password Reset Email for any other administrator. Administrator passwords automatically expire every 3 months.



Screenshots below:


  • In the top menu, select Fundraising > TeamRaiser



  • In the search box, search for your TeamRaiser Internal Name. If in doubt, check our Luminate Naming Conventions for the event naming. 




  • Beside your event, click on Manage in the Action column. 



  • Under Participant Search, type in your participant's first and last name. Click Search This Teamraiser to submit. 



  • The participant's account will be displayed in the results. Click on the participant's name. 



  • You are now reading the participant's event summary page. It contains all of the event-specific information for this participant. From this page you have the option to update their registration information, edit their fundraising page, change their team, or make them inactive. This page also displays their username and unique constituent ID number. This is the username that is registered for the event, and is what they should be using to log in with. 
  • Email your participant and tell them to use the username that you see on this page. If they know their password, then you are done and can stop reading.




How to Reset Password:


  • To reset their password, you need to go to their account profile page. You can get there by clicking on Edit Constituent Info



  • On the profile page, just below their summary contact information, you'll see a link to Change/Reset Password. Click on it. 



  • You'll have two options: Manually set their password, or Send Password Reset Email. In most situations you'll want to send them a reset password email. This triggers a system-generated email that contains a unique link that will allow the participant to reset their password. Note: The link in the email expires after 24 hours.
    • In some situations, you may want to manually set their password. If a user is having great difficulty with the website, and needs troubleshooting, you may wish to use this feature to temporarily change their password to something generic. This allows you to login to the front-end of the website as that user in order to troubleshoot their issue or complete a task that they are unable to complete. After completing the task, you will then trigger a Reset Password Email so they can update their account back to a password of their choosing. If you take this route, always ask permission before taking control of a user's account.