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Add text to login error helping people identify when they are using their email instead of their user name

Feedback2026

Our most common log in support request is users who are trying to log in to CEDARS using their email address instead of their CEDARS user name, and are therefore unable to log in. These users often try to reset their passwords before submitting a help request.

In CEDARS, email and user name are two distinct attributes of a user account. Some users have more than one CEDARS user under a single email address.

We could make some tweaks to the log in process to try to intercept these users and let them regain log in access themselves.

Some ideas to start a conversation, we could:

  • Add text to “Forgot Password” to tell the user if they were found as a user ID when they try to change their password

  • Add “Forgot User Name” self help tool to send email telling the user their CEDARS account user name (similar to “Forgot Password”)

  • Guide users who submit an email address shaped (i.e. abc@y.com) user name that don’t match an existing user name but do match an existing email to the “Forgot User Name” so they can retrieve their user name themselves without need to reach out for user support.

  • Add text to warn users the possible confusion between user name and email address in “Forgot User Name” and “Forgot Password” workflows

Posted by Jennifer Scheuerell ·
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Comments1

  • cedars team

    Team•

    Sep 4, 2025

    •

    Merged request

    •

    2 votes

    Accounts: Improve Login & Registration Forms

    As a user, I want the registration and login process to clearly guide me on the correct account type and credentials so that I can create the right account and log in successfully without confusion.

    Reduce the volume of support requests related to login and registration errors by improving clarity in the forms and instructions.

    Current Issues

    • Community users mistakenly request a PA (Program Administrator) account when they should register as a community user.

    • Users attempt to log in using their email address instead of their username.

    Acceptance Criteria

    1. Registration form clearly differentiates between account types (Community vs PA) with descriptions/examples or validation on the email.

    2. Login form explicitly states that username (not email) is required, with a tooltip or helper text.

    3. Error messages are actionable and guide the user to the correct next step (e.g., “Use your username, not your email”).