If you log into your Zeffy account and find that it appears empty or asks you to verify information that was already completed, there are two common causes to check. Let's troubleshoot both scenarios.
First: Verify Your Login Email
One of the most common causes is logging in with a different email address than the one used to create your original account. To check this:
- Confirm which email address was used to create your organization's Zeffy account
- Make sure you're logging in with exactly that email address
- Check for common variations like:
- Personal vs. work email addresses
- Old vs. new work email addresses
- Slight spelling differences
Note: Creating a new account with a different email address will result in an empty account, even if it's for the same organization.
Second: Check for Multiple Organization Profiles
If you're certain you're using the correct email address but still see an empty account, you may have multiple organization profiles associated with your email. Here's how to resolve this:
How to Switch Profiles
- Log into your Zeffy account
- Click on your name in the left side menu
- Select "Switch profile"
- Choose the correct organization from the list
How to Identify the Correct Profile
The correct profile will have:
- Complete banking verification
- Your organization's forms and data
- Active donation or event pages
- Transaction history
Cleaning Up Duplicate Accounts/Profiles
To prevent future confusion:
- Make note of the correct email address for your organization's account
- For duplicate profiles under the same email:
- Ensure you're in the duplicate/empty profile
- Follow the steps to delete or deactivate the unused profile
- Continue using only the verified organization profile
Important: Keep a record of the correct email address and password for your organization's Zeffy account. BUT, do not share your login credentials with other members of your team.
Instead, add them as users so that they have their own login information : Add users to your account.
Still Need Help?
If you continue to experience issues:
- Double-check both the email address and profile selection troubleshooting steps
- Contact Zeffy Support for additional assistance
- Have your organization name and all potential email addresses ready when reaching out