Access problems

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 again and use the new link.

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.
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.

Tip

Enabling two-factor authentication is the single most effective thing you can do to protect the account.