Troubleshooting guide: access and login issues
Resolve the most common sign-in and access problems, and know when to escalate.
Steps
Check the basics first
Confirm you are using the correct address and the correct email. Password resets and invitation links expire; if a link does not work, request a fresh one rather than reusing an old email.
Reset your password
Use the forgot-password flow and follow the emailed instructions. If the reset email does not arrive, check spam and confirm with your administrator that your account is active.
Application missing or blocked
If you can sign in but an application is missing, your role likely lacks the access. Contact your administrator to review your role assignment; access is granted by role, not per person.
Multi-factor issues
If you cannot complete multi-factor verification, use your recovery method. If none is available, an administrator must reset your factors; you will re-enroll at next sign-in.
Escalate
If the account is active, credentials are correct, and access is still blocked, contact your administrator with the exact error message and the time it appeared; that detail makes support fast.
Tips
- Administrators: check the activity history for the user's last successful sign-in before troubleshooting anything else.