Troubleshoot sign-in and access

Cause: You may be using the wrong sign-in page, a different email address from the one you were invited with, or your invitation has not been accepted yet.

Resolution:

1. Check you are using the right button: User sign-in for apps, Admin sign-in for organisation administration.
2. Enter the exact work email address your invitation was sent to.
3. If you never set up your account, find the invitation email and follow its link. If it has expired, ask your administrator to resend it.
4. If you have forgotten your password, select Forgot password? on the sign-in page.

Cause: Codes from an authenticator app are based on the time. If the clock on your phone is wrong by more than a short margin, the codes will not match. Codes also expire after about 30 seconds.

Resolution:

1. Wait for a fresh code and enter it straight away.
2. On your phone, turn on automatic date and time in the system settings.
3. Check you are using the entry for the right account in your authenticator app.
4. If you have a new phone and no longer have the old app, ask your administrator to reset your MFA method.

Cause: Too many failed sign-in attempts lock the account for a short period to protect it.

Resolution:

1. Wait 15 minutes, then try again.
2. If it stays locked, ask your administrator to unlock it from Users.
3. If you did not make the failed attempts yourself, tell your administrator — someone else may be trying your account.

Cause: Your language is set on your account, not by your browser.

Resolution:

1. Select your profile picture or initials in the top-right corner.
2. Select Language and choose the one you want.
3. Select Save.

Cause: An unsupported or outdated browser, blocked cookies or JavaScript, or a browser extension can stop Prismara from loading.

Resolution:

1. Update your browser to a supported version. See System requirements.
2. Allow cookies and JavaScript for prismara.eu.
3. Try a private window with extensions turned off.
4. Clear the browser cache for the site and reload.

Cause: Your account exists, but the app has not been assigned to you, or your access was removed.

Resolution:

1. Sign out and sign in again, in case access was added recently.
2. Ask your administrator to assign the app and a role. See Manage users and licences.