What the page says, and what to do
| The page says or does | The cause | What to do |
|---|---|---|
| "Login attempts n out of m is failed." or "n unsuccessful attempts. Next r unsuccessful attempts locks your account." | The password is wrong | Try again carefully (it is case-sensitive). After the limit the user is locked. Use Reset password on the sign-in page, or ask the administrator |
| A message that the account is locked | Too many wrong passwords, or an administrator locked the user | The administrator opens User and chooses Unlock for the row, then the user tries again (Users: the list, locking and deactivating) |
| A message that the user is not valid any more or is outside the valid period | The user's Start date or End date does not include today | The administrator edits the user and sets the dates (Add or change a user) |
| A message that the user name or password is wrong, though the user is sure | The user name is mistyped, the user is Inactive, or the user was set up with User login required? at No | Check the row on User: activate the user, or correct the login setting. The sign-in page asks for the User name, not the e-mail |
| A message that the branch or role is locked | The user's default branch or main role is inactive | Activate it, or give the user another default branch or role (Branches, Roles) |
| A message that sign-in is not allowed from this address, or that no network information exists | The company limits sign-in to listed internet addresses | Add the address, or allow the user to bypass (Network access: sign in only from listed addresses) |
| The page asks you to enter the company code, or says the code is not valid or the licence may have expired | The address has no or a wrong company code, or the company's licence has ended | Check the address with the person who set up the company; if the address is right, ask Penahak about the licence (How the licence decides what a company has) |
| The page shows Change password | It is the user's first sign in | Enter the old (first) password and choose a new one (Sign in, first sign in and sign out) |
| The reset e-mail does not arrive | The address on the user is wrong or empty, the company has no reset e-mail wording, the link was asked for more than once (only the newest works), or 20 minutes passed | Check the e-mail on User; ask again once and use only the newest e-mail; or the administrator uses Reset password on User (Change, reset and recover a password) |
If a signed-in user is suddenly signed out
An administrator changed that user, their role or their branch: the user was warned and signed out a few seconds later. Signing in again shows the change (Who sees what: licence, role, permission, branch).
Common questions
I unlocked the user and they are still refused.
Unlocking only clears the lock. Read the page again: the dates, the Inactive status, an inactive default branch or main role, and the list of allowed internet addresses are separate causes (Network access: sign in only from listed addresses).