There is a known issue in Onboard where if a carrier never logs out of the program ever, and then clicks a link on an email from a new broker several months later, the page pulls up without prompting a login and wont continue.
Symptoms to listen for on this issue:
-Typing all of the company information (none of it pre-filled)
-The page is blank gray color with no information listed at all
-Site never asked them to type in a USDOT and therefore, they didn't login wtih the email and password.
- Clearing cache and cookies on the browser
- Refreshing the page
- Closing the browser tab/window and following the broker's link again.
Any of these three solutions should get the carrier to the screen asking for their USDOT. From there, they should log in from scratch and will be able to get in and sign the contract. Remind the customer to log out when they are done to avoid this issue in the future.
Please attach this change request to the ticket for tracking purposes. Engineering is aware of the issue. 1-19RH3CCX