---
title: "Access problems"
url: "https://docs.4hse.com/account-and-preferences/access-problems"
description: "The most frequent login and password problems, their cause and how to solve them."
---

# Access problems

## Password and email

[Section titled “Password and email”](#password-and-email)

Problem

Common cause

Solution

**Login fails**

An email different from the registered one, or a typo

Check the address. **The email is the exact identifier** you were registered with in 4HSE.

**Reset email not received**

An email different from the registered one, or a typo

Check the address, for the same reason.

**Reset email not received**

It ended up in the spam folder

Check **spam** or junk. If the problem persists, contact your administrator.

**Reset link not working**

The link lasts **30 minutes** and has expired

Start [Reset your password](/account-and-preferences/reset-password) again and use the new link.

## Registration and whitelabel

[Section titled “Registration and whitelabel”](#registration-and-whitelabel)

Problem

Common cause

Solution

**Newly created user**

The first login has never been completed

Open the invitation email and follow the link to set the password. Until then the user is not registered on the platform — see [Unblock a user stuck in Pending](/users-and-permissions/unblock-pending-user).

**Login fails — wrong domain**

The user is logging in from a domain other than the one they registered on. **Only happens on projects with a custom domain (whitelabel)**

Log in from the correct domain. If the account was created on the wrong domain, it has to be recreated.

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