Login Problems
Sign-in failures account for the largest single share of support calls, and almost all of them resolve to one of the cases below.
How to use this page
Section titled “How to use this page”Find the symptom that matches what you are seeing, then work through the fix in order. If the problem persists, the last step of each section tells you what to include when you contact support — sending that information first time round saves a day of back-and-forth.
Problems and fixes
Section titled “Problems and fixes”Invalid user ID or password
Work through these in order:
- Check Caps Lock, and that no autofill has put an old password in the field.
- Confirm the user ID with your administrator — it is often not what people assume, and it is not usually an email address.
- Try a private browsing window, to rule out a cached session.
- Have an administrator confirm the account status is Active.
The message deliberately does not say which of the two was wrong, so that it cannot be used to discover valid user IDs.
Account locked after failed attempts
Five consecutive failures lock the account for 15 minutes. Waiting it out works; an administrator can also unlock it immediately from Administration → Users. If an account locks repeatedly without the user mistyping, check for a saved password in another browser profile still retrying in the background.
No companies appear in the dropdown
The account exists but has no branch or company access. An administrator needs to assign at least one branch on the user record. This is the usual state of a brand-new account that was created but not finished.
Signed out in the middle of work
Three causes, in order of likelihood:
- Inactivity. Sessions end after 60 minutes idle.
- Signed in elsewhere. Signing in on another device ends this session, by design.
- Network interruption. A dropped connection on a flaky link can invalidate the session.
Unsaved work in an open document is lost. On long documents, save as a draft periodically.
The page loads blank or buttons do nothing
Almost always a browser extension rewriting the page, or a corporate proxy stripping scripts. Retry in a private window with extensions off. If that fixes it, ask IT to allow-list the application domain rather than leaving extensions permanently disabled.
Certificate warning on the sign-in page
Stop and tell IT. Do not click through. A certificate warning on a sign-in page means either the clock on your machine is wrong, or you are not talking to the server you think you are.
Before you contact support
Section titled “Before you contact support”Information to gather