From time to time customers might have issues logging in to the app- receiving a myriad of errors, please be sure to follow the following troubleshooting steps.
- Confirm the app being used- Is it the web, desktop, or mobile app version?
- Get the error that is being received.
- If the customer is unable to confirm what the error is, have them try again to duplicate the error.
- Always probe- this is needed to see where the error is being received- what email are you using, is this the email you login with etc.
EXAMPLES: 
SOLUTION:
Offer to have the password reset, ensuring the username is the same email address associated with the extension.
https://app.telebroad.com/reset