Troubleshooting the 'User does not exist' error

Learn how to resolve the User does not exist error message that appears when attempting to log into the Smokeball desktop app.

The wrong region of Smokeball has been installed

The most common cause of the 'User does not exist' error is that the incorrect region of Smokeball has been downloaded and installed on your PC. 

To fix this:

1. Uninstall Smokeball from your PC from the Windows Control Panel.
2. Download the Smokeball Australia installer from the Smokeball website.
   
3. Open the downloaded file and follow the prompts to install Smokeball.
4. Log in with your Smokeball credentials.

The user has not been set up in Smokeball Settings

Another reason why you may be experiencing the 'User does not exist' error is because the user profile has not been set up correctly in Smokeball Settings.

To fix this, the Firm Owner or any user with Firm Owner permissions will need to:

1. Navigate to Smokeball Settings in the desktop app by selecting the gear icon in the top-right corner.
   
2. Select Staff & Users from the left panel, then select Add New.
   
   • If the staff member who can't log in is displayed in the list of users, skip this step and go to Step 3.
3. Enter the staff member's details. Most importantly, click on Enable Smokeball Access for this user.
   
4. Select Save to close the Staff Member Details window.
5. Select Save again to close Smokeball Settings.
6. Get the user to log in with their Smokeball credentials.