I cannot log in
You will find why a web user or a driver cannot sign in, from a forgotten password to a missing OTP, and the exact screen that fixes each cause.
Two different logins exist. Office users sign in to the web app with an email and password set by an administrator. Drivers sign in to the mobile app with a one-time code sent on WhatsApp. The causes are different, so start with the right half of this page.
Web App: Email And Password
Symptom | Likely cause | Fix |
|---|---|---|
"Invalid email or password" | Typing error, or the password was reset | An administrator opens Users, finds the row and uses the key action to set a new password, then shares it privately |
Login accepted for others but not this person | The user’s Is Active is off | Open Users, click edit on the row and switch Is Active on |
The email is not recognised at all | No user exists for that email, or it was created with a different spelling | Check the Email column on Users; add the user with Add if missing |
Logged in, but almost every menu is missing | The Role on the user is a limited one, for example Customer | Edit the user and change the Role; test with a trial login first |
Nobody in the company can log in | The company’s Is Active under Settings › Company is off, or the subscription has lapsed | Contact support on WhatsApp; the owner can check Settings › Subscription Details once in |
Driver App: OTP On WhatsApp
Symptom | Likely cause | Fix |
|---|---|---|
The OTP never arrives | OTP via WhatsApp is switched off | Open Settings › Notification Settings and switch WhatsApp on for OTP via WhatsApp |
OTP arrives for other drivers, not this one | The phone number on the driver record is wrong or lacks the country code | Open the driver under Drivers, correct Phone, save and retry |
The app says the driver is not allowed | Enable Mobile App is unticked on the driver, or Is Active is off | Edit the driver and tick Enable Mobile App; make sure Is Active is on |
No driver in the company can log in | Enable Driver Mobile App is off for the company | Open Settings › Company and tick Enable Driver Mobile App |
OTP sent but the log shows an error | WhatsApp delivery failed, for example the number is not on WhatsApp or the plan allowance is used up | Open Settings › Notification Delivery Log, read the Error column for the row, fix the number or the plan |
Check In This Order
- Is the person on the Users list (office) or the Drivers list (driver), with Is Active on?
- For a driver, is Enable Mobile App ticked on the record and Enable Driver Mobile App ticked on the company?
- For a driver, does Settings › Notification Delivery Log show the OTP attempt, and what does Status or Error say?
- For an office user, reset the password with the key action and try once more.
- Still stuck: message support with the email or phone number (never the password) and the time of the attempt.
Prevent It Next Time
- Store phone numbers with the country code on every driver.
- When someone leaves, switch Is Active off rather than deleting, so the account can be restored if they return.
- Keep one administrator who knows how to use the key action available during working hours.
Need Help?
Chat with the NShine ERP support team on WhatsApp at +91 79950 87755, or ask from inside the app. Last checked 9 November 2026 against app.nshineerp.com.