Troubleshooting Login & Welcome Email
What to try when you cannot sign in or did not receive a welcome email
Symptom → what to check
| Symptom | Likely cause | What to check |
|---|---|---|
| Login restricted. Please contact support. / User account is not active | Account is Inactive (or archived) | Admin: Manage Users (User Management) → find user → Account Status shows Inactive → click Enable |
| Wrong password / cannot sign in | Password unknown or MFA required | Use forgot password; admin check Security MFA settings |
| SSO redirect error | Redirect URI or domain mismatch | See Troubleshooting SSO & SCIM |
| No welcome email | Welcome Emails disabled or spam filter | Admin: System Settings → Notifications → Welcome Emails (Send welcome emails to new users). Check spam. |
Tip
Inactive accounts cannot log in until an admin clicks Enable on User Management. Training progress is not deleted when an account is disabled.