There are a few thing we can check to troubleshoot why a user name not be able to log into Altru.

Ensure they are using the correct link
  • Your database has its own link and you will only be able to log in using this link. To access your database use https://login.blackbaudOnDemand.com?SiteID=[SITEID]
Ensure they are using the correct case for the password
  • Passwords are case sensitive. Ensure the capslock button is not on.
Verify they are using the correct username
  • Standard formatting for username is first initial, last name and siteID
  • For example, John Smith would be jsmith5740