I cannot sign in
Passwords, codes, and lockouts.
Work down the list until you are back in.
"My password is not accepted"
- Check the caps lock key and that you are using the right email address.
- Use Forgot password on the sign-in screen.
- Open the reset link from your email and set a new password (at least 8 characters).
The reset link works once and expires quickly. If it has expired, request another.
"I never got the reset email"
- Check your spam or junk folder.
- Check you typed the address your account actually uses — a personal address will not work if your account uses your work one.
- Wait five minutes; email is sometimes slow.
- Still nothing? Ask an admin to confirm the email address on your account.
"It asks for a six-digit code and mine is wrong"
The codes change every 30 seconds and depend on your phone's clock.
- Wait for the next code and try again — do not reuse one you already typed.
- Set your phone's date and time to update automatically, then try again.
- Make sure you are reading the entry for the right account in your authenticator app.
"I lost the phone with my authenticator app"
If you saved the MFA secret when you set it up, add it to an authenticator app on your new phone and you are back in.
If you did not, an admin has to reset MFA on your account. There is no self-service way around this — that is what makes MFA worth having. Once you are back in, set MFA up again straight away and this time save the secret somewhere safe.
"My account says it is not verified"
New accounts must confirm their email address. Find the verification email and open the link. If it has expired, ask an admin to invite you again.
"I signed in but everything is greyed out"
You are signed in with a role that cannot make changes — most likely Auditor, which is read-only, or Helpdesk, which cannot change configuration. Ask an admin if you need a different role. See Team and access.
"I think someone else used my account"
Tell an admin immediately. Change your password, and turn on MFA if it is not on. An admin can check the Auth category in the audit log to see every sign-in on your account.
