Introduction
Use this guide to resolve common account provisioning issues, including missing invitations, duplicate roles, and problems accessing the platform. Follow the steps below to confirm the correct account details and restore access as quickly as possible.
Issue description
Account provisioning issues can happen when the wrong email address is used during account creation, an invitation does not arrive, roles are assigned more than once, or the user cannot sign in to the platform.
Signs
- The invitation email is missing from the inbox
- The user sees duplicate roles on the account
- The user cannot access the platform after account creation
- Password reset or login attempts do not work as expected
Basic troubleshooting steps
- Confirm the correct email address was used for account creation
- Check the spam or junk folder for the invitation email
- Verify that the user is trying to log in through the provided URL
- Reset the password if the user cannot sign in
- Review whether the account has duplicate roles assigned
Advanced troubleshooting steps
Step 1: Confirm the account email
Make sure the invitation was sent to the correct email address. If the email address is incorrect, update the account details and resend the invitation.
Step 2: Check for the invitation email
Ask the user to check their inbox and spam or junk folder. If the invitation is still missing, resend it from the administration console or contact support.
Step 3: Resolve duplicate roles
If the user has duplicate roles, contact support to review the account and remove the extra role assignments.
Step 4: Restore platform access
Use the provided URL to log in. If the user still cannot access the platform, reset the 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 affected user’s name, email address, and a description of the problem. Include any screenshots or error messages if available.
Additional resources
Related help articles: [Insert related article link]
Platform login URL: [Insert URL]
Conclusion
Most account provisioning issues can be resolved by confirming the correct email address, checking for the invitation in spam or junk, and using the correct login URL. For duplicated roles or persistent access problems, support can help complete the resolution.
Disclaimer
This guide provides general troubleshooting steps and may not cover every account provisioning scenario. Use your discretion and contact support when needed.