New user login not working

Ticketclosed

Marlstone Legal · New user login not working

User couldn't log in after account creation. Customer identified a possible prior account as the cause. Resolved in 9 days.

Priority normal

made from

What happened

What this says

As at Fri 9 Oct 2026

User couldn't log in after account creation. Customer identified a possible prior account as the cause. Resolved in 9 days.

Problem: A newly added user couldn't log in despite being created in the admin panel. Mark Ellwood proactively identified the likely cause: the user might have had a previous account that would lock them out. Handling: Bethan Lister agreed this diagnosis was correct and offered to investigate once Mark confirmed. First response came in 309 minutes. The ticket resolved in 9 days with no escalation.

AI · claude-haiku-4-5-20251001 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryonboarding

Channelemail

First response (min)309

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Public reply · Mark Ellwood 14 Apr 2025 11:48
Actually, before you look, they might have had an account with us before. I'm checking our records to rule that out.
created · Mark Ellwood 14 Apr 2025 14:04
Hi, we're trying to add a new team member to the brain. I've created their account in the admin panel but they're reporting that login isn't working. Can you help us troubleshoot?
Public reply · Bethan Lister 14 Apr 2025 19:13
Good thought, that would definitely lock them out. Let me know what you find and I can help from there. Thanks, Bethan.
Status change · Bethan Lister 23 Apr 2025 17:22
Status change · 27 Apr 2025 23:59

Helpdeskmade from

BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Glass is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Glass connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Glass Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff records (in post and leavers)	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Glass is the tool that reads its data.

Who to contact

Email info@b-glass.uk or talk to your B-Glass account team. Tell us the page address and what looked wrong; a screenshot helps.

Help