Troubleshoot Prismara Portal

Cause: You’re using a different account from the one your organisation registered, your account hasn’t been given access to Prismara Portal yet, or there’s a general sign-in problem.

Resolution:

1. Check that you’re at https://portal.prismara.eu, and sign in with your work Prismara account.
2. If you see You don’t have access, ask your organisation’s main contact for the managed service to add you to the Portal.
3. If you can’t sign in to any Prismara app, see Troubleshoot sign-in and access.
4. Try a private browser window, or another supported browser, to rule out stored sign-in data.

Cause: Your role in the Portal only shows the requests and incidents you raised yourself, or you’re filtering the list.

Resolution:

1. On the Requests or Incidents page, check the filter at the top. Select All for my organisation if it’s available.
2. Select your profile picture > My role to see which role you have.
3. If you need to see every ticket for your organisation, ask your organisation’s main contact for the managed service to change your role.
4. If you’re the main contact and your role looks wrong, contact support.

Cause: Some networks, such as hotel or guest Wi-Fi or a network with strict filtering, block the connection the secure chat uses. During an incident, your own network may also have been restricted as part of the response.

Resolution:

1. Reload the page and select Secure incident chat > Start a chat again.
2. If the network has a sign-in or terms page, open any website first and accept it.
3. Switch to another network, such as mobile data on a work phone, and open the Portal there.
4. If your IT team filters web traffic, ask them to allow https://portal.prismara.eu.
5. If you still can’t connect and you suspect an attack, use the emergency contact details in your welcome pack.

Cause: Notifications are turned off for that type of update, they’re being filtered as junk, or your browser is blocking notifications from the Portal.

Resolution:

1. Select your profile picture > Notification settings, and check that the updates you want, such as Incident updates and Maintenance notices, are turned on.
2. Check your junk or spam folder, and add the Portal’s sender address shown in Notification settings to your safe senders.
3. If you use browser notifications, allow notifications for https://portal.prismara.eu in your browser’s site settings.
4. If your email may be compromised, don’t rely on email notifications. Check the Portal directly and use the secure incident chat.