Troubleshooting: Login Issues
Use this guide when you cannot sign in, reset your password, complete MFA, find your workspace, or access AWRA after an invitation.
Login problems usually come from a wrong email address, expired invitation, forgotten password, MFA challenge, inactive account, browser session issue, or a user trying to access the wrong workspace. Start with the simplest checks before requesting support.
First Checks
- Confirm you are using the exact email address your organization invited to AWRA.
- Check for spelling mistakes, extra spaces, uppercase/lowercase confusion, or an old password saved by your browser.
- Use the password reset option if you cannot remember your password.
- Check spam, junk, quarantine, and company email filters if reset or invitation emails do not arrive.
- Complete MFA using the correct device, phone number, or authenticator app if prompted.
- Try a private browser window or clear old AWRA tabs if the page keeps returning to login.
- Ask your organization admin whether your account is active and assigned to the correct workspace.
Symptoms And Likely Causes
| Symptom | Likely Cause | What To Try |
|---|---|---|
| No invitation email | Wrong email, spam filter, or invitation not sent. | Check spam and ask organization admin to confirm the invited email. |
| Password rejected | Old saved password, typo, or account reset needed. | Use reset password and type the new password manually. |
| MFA challenge fails | Wrong device, changed phone, time mismatch, or lost authenticator. | Use the correct device or ask organization admin for MFA recovery help. |
| Wrong workspace | User has access to another organization or wrong invitation. | Stop work and ask organization admin to confirm account assignment. |
| Login loops back | Browser session, cookie, or cached tab issue. | Try private window, close duplicate tabs, or clear site data. |
Permissions Note
If you can sign in but do not see expected menus, your login is working. The issue is probably role, branch, warehouse, module, or record access. Use the Missing Menu Items guide or ask your organization admin to review your role.
When To Escalate
- You receive a repeated locked-account or disabled-account message.
- Your MFA device was lost, replaced, reset, or stolen.
- You can log in but land in the wrong workspace or role.
- Password reset emails do not arrive after checking spam and company filters.
- Many users in the same organization cannot sign in at the same time.
Need help with this topic?
Capture the module, record number, branch or warehouse, user, visible message, and what you expected to happen before contacting support.