There are many reasons why an employee may not be able to log in. This article explains what the causes might be and how to correct the problem in different situations.
1. "Where is everyone?"
There's a good chance that your employee is trying to log in with the wrong e-mail address or that the invitation hasn't been sent.
Check which address your employee is using, then confirm it's the right one at Dashboard > Company > Users.
If your employee prefers to use an address other than the one linked to the account, you can change it.
2. An invitation code is requested
If an employee is having difficulty logging in for the first time following your invitation and a code is requested, go to Dashboard > Users > Reset MFA.
3. "Wrong e-mail or password" message appears
A. Wrong password
If your employees are sure they're using the right e-mail address and it's spelt correctly, there's a good chance they're using the wrong password.
Solutions:
Try other passwords they frequently use if they have several.
Note: It can take up to five minutes to receive the e-mail.
B. Wrong e-mail address
If your employees are sure they're using the right password and it's spelt correctly, then the issue is that they're using the wrong e-mail address.
Solution:
Validate the e-mail address linked to the account under the Users tab on the Atlas platform.
4. Your employee doesn't receive a password reset e-mail
There are three possibilities:
The password reset e-mail is in their junk folder.
The e-mail is en route; it can take up to five minutes to appear.
The employee has not yet accepted the invitation to join the organization.