Common Troubleshooting Scenarios
User Did Not Receive Invitation Email
Recommended actions:
Confirm the email address is correct.
Ask the user to check spam or junk folders.
Verify email delivery settings.
User Cannot Log In
Recommended actions:
Confirm the user account is active.
Verify the user is using the correct email address.
Confirm MFA is functioning properly.
User Reports Missing Access
Recommended actions:
Review assigned roles and permissions.
Confirm the correct role has been applied.
Ask the user to log out and back in.
Verify access changes have propagated.
Frequently Asked Questions
Can users manage their own passwords?
Yes. Users can reset their passwords from the login page using the Forgot Password option.
Can invitations be resent?
Yes. Administrators can resend invitations to users who have not completed registration.
Will disabling a user delete their information?
No. Disabling a user only removes access temporarily.
Can multiple roles be assigned to a user?
This depends on your organization’s configuration and permission model.
Support and Escalation
If you experience issues that cannot be resolved through the steps above:
Gather the following information:
User email address
Screenshots or error messages
Time the issue occurred
Steps already attempted
Contact your program manager or our support team at [email protected]
Providing detailed information helps reduce troubleshooting time and speeds up resolution.