I forgot my Invu password or username (Panel, POS and Invu Report) - how to get access back

Applies to the Invu Admin Panel, Invu POS 6.10.6 and the Invu Report app. Labels are shown as they appear when the panel, POS or app is in English.

Most important:

• There is one username and password: the Admin Panel one. It is used to log in to the panel, the POS and the Invu Report app. The password can only be recovered from the panel login page.
• The employee PIN is something else: it is not recovered by email. A business administrator changes it in the panel.
• If the email does not arrive or the user has no email, an administrator of your business can set a new password from the panel, without waiting for support.

1. What did you forget?

2. Recover the password with "Forgot Password?"

1. On the panel login page, tap Forgot Password?
2. In Enter your Email, type the user's email and tap Send Code.
3. You get an email, "Código de recuperación de contraseña", with a 6-digit code. It is valid for 10 minutes. Type it in Enter the code received: and tap Verify Code.
4. In Select Branch:, choose the user's branch and tap Send.
5. You get a second email, "Restablecer contraseña". It shows which Usuario (user) will be changed. Tap Restablecer mi contraseña. The link is valid for 15 minutes and works only once.
6. Type the new password in New Password and Confirm Password, and tap Set new password.

The recovery emails are in Spanish. The new password works in the panel, the POS and Invu Report. Neither the POS nor Invu Report has its own password recovery: always do it from the panel.

3. The email does not arrive or the code does not work

• Check spam or junk mail, and wait a couple of minutes.
• Use the email saved on the user (field Email). If you see "No existe ninguna cuenta con ese email.", no user has that email.
• "Too many attempts. Please try again later.": the code was requested more than twice in one minute. Wait a minute and request it again.
• The code says "Código incorrecto." or "Código expirado.": check that you typed it correctly. If it keeps failing, request a new code; only the latest one works.
• "El enlace ha expirado o ya fue usado. Solicita uno nuevo.": more than 15 minutes passed or the link was already used. Start again from step 1.
• The branch list is empty: the user is Inactive. An administrator must activate it (section 5).
• Several users share one email: in Select Branch: you choose the branch. If several users in the same branch share that email, only one is changed: check the user named in the email. It is best to give each person their own email.

4. I forgot my username

• The "Restablecer contraseña" email (section 2) shows your user.
• An administrator can see it in Settings > Users and Roles > Users, in the Username column.
• The POS and the panel ask for the Username, not the email. If the POS says "User not exist", check that you are not typing the email.

5. User without email: an administrator changes the password

1. Go to Settings > Users and Roles > Users and edit the user.
2. Type the new password in Password and Repeat Password (6 to 30 characters, both the same).
3. Also fill in the user's Email, so they can recover the password on their own next time.
4. Tap Update User.

If Password is left empty, the password does not change. Changing Status or Expiration Date requires a user allowed to manage users, such as the Administrator role.

If the only administrator is the person who lost access and cannot recover the password by email, write to us (section 9).

6. "Expired password", locked or inactive account

• The panel does not lock the account after failed attempts. After more than 5 attempts in one minute you see "Too Many Requests": wait a minute.
• The password does not expire. What expires is the user: its Expiration Date. After that date the panel shows "Overdue account, please contact the administrator." An administrator can set a new date. The same message appears when the business account has a pending payment.
• "The credentials are inactive and cannot be used to log in.": the user's Status is Inactive.
• "These credentials are inactive for backend login…": the user has Allowed to Login on Invu Admin? set to No. They cannot enter the panel, but they can still log in to the POS.
• "The provided credentials do not match our records.": the username or password is wrong.
• In the POS:
  • "Password is wrong": recover the password (section 2).
  • "This account has been banned…": the user is inactive or the business account is suspended. Write to support or contact accounting.

7. The POS: the session and the employee PIN

• The POS stays logged in. It only asks for the username and password after Log Out or on a new or reinstalled device. Changing the password in the panel does not log out POS devices that are already open.
• Do not tap Log Out unless you have the panel username and password at hand.
• Forgot the PIN: an administrator changes it in Employees > Employees by editing the employee's PIN. Then run Update Data on each POS.
• "PIN Renewal": the business set Employee PIN Renewal Days. When it runs out, the POS asks Enter the new PIN, and the new PIN cannot be the same as the old one.

More about users, PINs and permissions in "Usuarios, empleados y Roles de POS - accesos, PIN y permisos".

8. "I have no user to log in to the POS", or asking Invu for POS or KDS credentials

• The POS has no users of its own. Any administrator of your business can create a panel user for the POS in Settings > Users and Roles > Users > Create User. If the user will only use the POS, set Allowed to Login on Invu Admin? to No.
• If you were logged out of the tablet or the POS session closed, log in with any active panel user of that branch.
• Write to us only if nobody in the business can enter the panel, or if the kitchen display (KDS) asks for an access you do not have. Send us:
  • the business name and branch;
  • the username, if you know it;
  • your role in the business. Write from the email of the owner or of an administrator of the account. [TO CONFIRM: what identity check support requires before restoring access]
  • for the KDS, a photo of what the screen shows.
• For security, do not send passwords by chat or email.

9. When to write to support

• No email arrives after checking spam, and no administrator can change the password.
• The only administrator lost access.
• You see "This account has been banned…" or "Overdue account…" and the user is active and not expired.

Send the business name, the branch, the username (never the password), a photo of the message and the time it happened.