How to register a new staff member and resolve activation issues

1. Overview

This article covers how to add a new staff member to the SmartTHING Call Handler, including the correct registration order and how to resolve activation failures caused by page-level security on the client's site.

2. Prerequisites

Before starting, confirm the following:

• The new user has an existing constituent record in Raiser's Edge NXT (RE NXT).

• Their email address in RE NXT is marked as primary.

• You have admin access to the Call Handler area in the SmartTHING Portal.

3. Adding a New User

Step 1 – Add the System Record ID

In the SmartTHING Portal, go to the Call Handler admin area and add the new user's RE NXT System Record ID to the list of authorised users.

Do this before the user attempts to register.

Step 2 – Provide the direct registration URL

⚠  Important: do not use the standard Call Handler link for registration Due to page-level security on some client sites, the email activation step triggered by the standard URL fails. Use the Option 1 direct URL instead (see below).

To get the direct URL:

• In the Call Handler admin area, open the Get Page tab.

• Copy the Option 1 link.

• Send this URL to the new user.

Step 3 – User registers via the direct URL

The user opens the Option 1 link and selects Register on the login screen. They must enter details that exactly match their RE NXT constituent record — name and email address.

Step 4 – Account activation

Registering via the Option 1 direct URL activates the account automatically, bypassing the email-activation issue. Once complete, the user can log in using the organisation's normal Call Handler URL.

4. Troubleshooting

4.1  Login fails with "email or password invalid"

Check	Action
System Record ID	Confirm the ID was added to the Call Handler user list before the user registered.
Registration URL	Confirm the user registered via the Option 1 direct URL, not the standard page link.
Email in RE NXT	Verify the email is marked as primary and matches exactly what the user registered with.
Duplicate records	Check for duplicate constituent records in RE NXT.

5. Quick Reference

Task	Where
Add System Record ID	SmartTHING Portal → Call Handler admin area → user list
Get Option 1 direct URL	SmartTHING Portal → Call Handler admin area → Get Page tab
User registers	Option 1 URL → Register link on login screen

📌  Key things to rememberAdd the System Record ID before the user registers — not after.Always use the Option 1 direct URL for registration on sites with page-level security.Registration details must exactly match the user's RE NXT record.