Why is my login not working?

Are you entering your user email address with capital letters?

User email addresses on our platform are always stored in lower case, and the user field is case-sensitive. If you attempt to log in using capital letters, the system will not recognize your email address.

Solution

• Ensure you enter your user email address in lower case only.

Are you using a temporary password?

When you are first added to the platform, you receive a temporary password. As the name suggests, these passwords are only valid for a short period and automatically expire after 14 days. Once expired, login attempts will fail, and you will need to request a new invitation to the platform in order to receive a fresh temporary password.

Solution

• If your organization has an active subscription, you can request this directly from your Admin.

• Alternatively, you can reach out to our team using this form.

Is your authentication device's clock set automatically?

Authenticator apps such as Google Authenticator and Microsoft Authenticator generate time-based one-time passwords (TOTPs) that are valid for only about 30 seconds. These codes work correctly only when your device’s clock is perfectly synchronized with the authentication server. If your device’s time is set manually, even a small difference of a few seconds can cause codes to be rejected. Incorrect time zones or daylight savings settings may also lead to repeated failures.

Solution

• Set your device’s date and time to automatic so it syncs with internet/network time.
• Confirm your time zone and daylight savings settings are correct.

Are you using a VPN?

When you log in through a VPN, your real IP address is hidden and replaced with the VPN server’s IP. This can make it appear as though you are logging in from a completely different country or region. Many security systems interpret sudden location changes as suspicious activity, which may result in delayed connections, blocked logins, or additional verification prompts from your authenticator app.

Solution

• Try logging in without the VPN to confirm if it is the cause.
• If you must use a corporate VPN, ask your IT team whether the traffic required for your authenticator app needs to be whitelisted.

Has your subscription ended?

If your subscription has ended and is not renewed, you will lose access to the Platform. The only exception is if you are part of other projects with an active subscription; in that case, you will still have access to those projects. For more details, see this article on subscription expiry.

Solution

• Reach out directly to your Customer Success Manager (CSM) to renew your subscription.
• Alternatively, you can submit a request using this form.