Introduction
This guide helps you resolve common account provisioning issues, including missing invitations, duplicate roles, and problems accessing the platform. Follow the steps below to confirm your account details, locate your invitation, and get help if needed.
Issue description
Account provisioning issues can happen when the wrong email address is used during account creation, an invitation email is not received, roles are assigned more than once, or a user cannot log in to the platform after being provisioned.
Signs
You did not receive an invitation email.
Your account appears to have duplicate roles.
You cannot access the platform with the expected login details.
You receive an error when trying to sign in or reset your password.
Basic troubleshooting steps
Use this checklist to resolve the most common provisioning problems before contacting support.
Confirm that the correct email address was used when the account was created.
Check your spam or junk folder for the invitation email.
Make sure you are using the correct login URL provided by your organization or administrator.
If you cannot sign in, use the password reset option on the login page.
Advanced troubleshooting steps
Step 1: Verify the account email address
Confirm with your administrator or account owner that the email address entered during account creation is correct. If the email address is incorrect, ask them to update it and resend the invitation.
Step 2: Check for the invitation email
Search your inbox, spam, junk, and promotions folders for the invitation email. If you still cannot find it, ask the sender to resend the invitation to the correct email address.
Step 3: Resolve duplicate roles
If your account has duplicate roles or permissions, contact support to review the provisioning record and remove the duplicate assignment.
Step 4: Restore platform access
Use the provided login URL to access the platform. If you cannot log in, reset your password and try again. If the issue continues, contact support for further assistance.
Contact support
If the steps above do not resolve the issue, contact support with the following details: your full name, the email address used for the account, a description of the problem, and any error messages you see.
Additional resources
For related help, review [related article title], [password reset article], or [account access article].
Conclusion
Most account provisioning issues can be resolved by confirming the correct email address, checking for the invitation, and using the right login or password reset flow. If you still need help, support can review your account and correct any provisioning issues.
Disclaimer
This guide provides general troubleshooting steps. Your organization’s account setup process may differ, and support may be required to complete certain changes.