Login and Account Access Issues

Users may experience difficulties accessing their spaces and environments.

Symptoms

• Unable to see expected accounts or environments

• Error message stating a user already exists when trying to add them

• Different users with the same role see different environments

• Being redirected to the incorrect account after login

Possible Causes

• Email case sensitivity affecting login credentials

• Account created manually instead of through email invitation

• Multiple accounts associated with similar email addresses

• Recent email address changes at your organization

Solutions

Solution 1: Use Correct Email Case

Ensure you're using the exact email case that matches your account. For example, if your email was registered as example@company.com, using Example@company.com will not work. Try logging in with the all-lowercase version of your email address.

Solution 2: Use the Proper Account Creation Method

Always create new user accounts through the email invitation system rather than creating them manually. If an account was created manually and is experiencing permission issues, contact support to have the account properly configured.

Solution 3: Check Authentication Method

If you previously used Google to sign in, continue using the Google sign-in option rather than email authentication. This is particularly important if you've changed email addresses but maintain the same Google account.

When to Contact Support

If the above solutions do not resolve the issue, please get in touch with our support team with the following information:

• The exact email address you're trying to use for login

• Whether you've recently changed email addresses

• The authentication method you're using (email/password or Google sign-in)

• Description of any error messages you're receiving