A fundamental aspect of our security policy is that only our clients may manage the users who have access to their environments.

Please contact one of your colleagues with an Administrator user type in your environment for account management-related issues.

As a standard of best practice, we recommend having more than one administrator set up for security purposes and to cover any holiday/sick leave, which may create a block to getting issues such as the ones below resolved.

You can reset your password on the login page, or if you do not have access, any user with an admin role can do it for you. If you navigate to the Users page (Admin > Users), please select the user for whom you wish to reset the password and click the button Send Login in the right-hand corner.

If the reset email takes longer than 30 minutes to arrive, please check your spam filters.

Only a Legacy or Provisioning Administrator can create new users and send them their login details via email. Please see this article for further information.

This error typically appears when cookies are disabled or not sent correctly from the browser.

The steps to enable this in each browser are below:

Chrome: Select the menu icon (three dots on the top right) > Settings > Advanced > Privacy and security > Content settings > Cookies > Allow sites to save and read cookie data (recommended).

Firefox: Select the menu icon (three lines on the top right) > Options > Privacy & Security > History > Firefox will Remember history. Alternatively, if this is currently set on "Firefox will Use custom settings for history", tick the box under "Accept cookies from websites".

Internet Explorer: Select the Tools button on the top right, then select Internet Options.
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Select the Privacy tab, and under Settings, select Advanced and choose if you want to allow, block, or be prompted for first and third-party cookies.

If cookies are disabled, ensure that the domains of your environment instances are exempted from this.

If cookies are accepted, however, you could try clearing any cookies set for the root domain of your environment in your browser using the 'Remove individual cookies' option by following the above steps.

If you recently updated the browser, temporarily disable any password auto-fill extensions or saved logins in the browser, as these may be causing the issue post-upgrade.

Finally, it may be worth attempting to log in using a 'New Private Window' in Firefox or a 'New incognito window' in Chrome to see if this makes a difference, as different extensions and cookies are available under that browser view.

If you are trying to change your password, failure to have this resolved with the above means that you would have to liaise with your IT department to run your browser in administrator mode, which will enable you to change your password. However, please contact our Support team before bringing this up with your internal IT department, so we can look into it in greater depth.

These checks would also help our Support team understand which steps you have tried to isolate the issue.

At first instance, it is worth checking your spam folder or any email filtering (on your local computer or company-wide IT tool) that may catch a password reset email.

If you have changed email addresses at any point, please ensure that no block was put in place for these email addresses. The email domains accepted in your environment for your organisation are those you specified during the implementation phase (we can make amendments to them upon request).

Following that, please contact Support to verify that the reset emails have been sent to your email address.

Please remember that the account will be locked after five attempts with the wrong user email/password combination.

Under Admin > Audit trail and under the Category drop-down list, select Session. Here, users can see which users have attempted to log in with an invalid email address or password by searching for:

Note: Our system is not case-sensitive.