# Plus2 Logins, Passwords, User Access and Licences

HTML version: [Plus2 Logins, Passwords, User Access and Licences](https://support.gladstonesoftware.cloud/plus2/plus2-logins-passwords-user-access-and-licences)

## Problem
Site administrators and staff need to know who resets which password, why a Plus2 password may fail, how to fix greyed-out menus, and what to do when the Plus2 licence quota is reached.

## Resolution

### "Invalid details" in Plus2 but the password works in Gladstone360

1. **Check the password length**
   - Plus2 passwords must be **at least 10 characters**. This is a minimum, not a maximum. A password shorter than 10 characters is the likely cause.

2. **Check the password and the account**
   - Check the user is typing the full password correctly, and that the account isn't locked.

3. **Reset the password (if applicable)**
   - If the password is shorter than 10 characters, ask your site admin to reset it to one of 10 characters or more.

### New user sees a grey screen or greyed-out menus

1. **Open the user**
   - In `Configuration > System > Users`, open the user.

2. **Assign the correct user group**
   - Assign the correct **user group**. An easy way is to copy the group of a user who already has the right access.

3. **Sign out and back in**
   - Ask the user to sign out and back in.

### "Licensing quota has been reached"

Each site has a set number of Plus2 licences. To free one:

1. **Ask someone to log off**
   - Ask someone at that site who isn't using Plus2 to log off.

2. **Or remove stale users**
   - A user with permission removes stale users in `Modules > Logged In Users`.

### Password works on live but not on training

1. **Change the password in the test Go Operator**
   - Training logins are only as up to date as the last copy from live to training. A Go Operator user changes the password in the **test** Go Operator.

## Notes

- **You have two separate logins:**
  - **Gladstone Cloud account**: opens the Windows App (hosted Plus2), Gladstone Drive and Gladstone Reporting. The username format is `FirstnameSurname@gladstone-leisurecloud.net`. You reset this password yourself with **Forgot my password** on the sign-in page (a recovery email or mobile must be registered); see [Gladstone Cloud: Password Reset](../kb/gladstone-cloud-password-reset.md). Gladstone creates these accounts.
  - **Plus2 / Gladstone360 user ID**: logs you in to Plus2 itself. Your **own site admin** (for example in Go Operator or the GMC) creates it, resets the password, unlocks it and sets permissions. Gladstone doesn't. See [Adding and Managing Staff Users in Go Operator](../kb/adding-users-in-go-operator-for-plus2-and-gladstone360.md).
- Users get their permissions from their **user group**. If one user can't do something others can (for example modify members), check their user group. See [Managing Users and User Groups in Plus2](plus2-users-and-user-groups.md).
- Permission changes are made by your own manager or admin. Gladstone won't raise a user's access.
- Plus2 can't stop Gladstone360-only staff opening it. Make sure the Windows App needs a password and staff don't tick **remember credentials** on shared PCs.
- Each person who needs the booking sheet needs their own Plus2 login. A shared generic login can't be used.
- When you first log in you're on **Head Office**. Change to your site in `Configuration > System > Sites`.
- The Gladstone Reporting password reset link doesn't work: reset your Gladstone Cloud password instead. Allow up to 30 minutes for a new password to work everywhere.
- If you regularly run out of licences, you need to buy more for that site.
- **Troubleshooting:**
  - **"Invalid details" in Plus2 only:** the password is shorter than the 10-character minimum, mistyped, or the account is locked. Ask your site admin to reset the password to at least 10 characters, or unlock the account.
  - **Grey screen or greyed-out menus:** no user group, or the wrong one. Assign the correct user group.
  - **One user can't modify members:** their user group lacks the permission. Check and update their user group.
  - **"Licensing quota has been reached":** all licences for the site are in use. Ask someone to log off, or remove stale users in `Modules > Logged In Users`.
  - **Password fails on training only:** it was changed after the last live-to-training copy. Change it in the test Go Operator.
  - **Can't sign in to the Windows App or Gladstone Drive:** the Gladstone Cloud password has expired or been forgotten. Use **Forgot my password** on the sign-in page.
- **Common questions:**
  - *Can Gladstone reset a staff member's Plus2 password?* No. Your own site admin resets Plus2 and Gladstone360 passwords and unlocks users.
  - *Can Gladstone set up a new starter?* Gladstone creates their **Gladstone Cloud** account if they need the Windows App, Gladstone Drive or Reporting. Your site admin creates their Plus2/Gladstone360 user ID.
- **When to contact Gladstone support** ([raise a support case](../guides/raising-a-support-case.md)):
  - A new Gladstone Cloud account is needed, or one needs re-enabling, deleting, or Gladstone Drive or Reporting access adding.
  - Self-service reset isn't available because no recovery email or mobile is registered.
  - A permission isn't available to add to a user group.
  - Include the user's name, site and user group. Never share passwords or verification codes in a case.