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Account Issues

This guide helps you resolve issues with signing in, account access, and user profiles.

Sign-In Problems

Section titled “Sign-In Problems”

Cannot Sign In

Section titled “Cannot Sign In”

Common causes:

  • Incorrect credentials
  • SSO configuration issues
  • Account not active
  • Browser issues

Try these steps:

  1. Verify you’re using the correct email
  2. Clear browser cookies and cache
  3. Try a different browser
  4. Contact your administrator

SSO Not Working

Section titled “SSO Not Working”

For Google Workspace SSO:

  • Verify you’re using your work Google account
  • Check that your domain is configured
  • Try signing out of Google and back in
  • Clear cookies for both Google and Mainbranch

For Microsoft SSO:

  • Verify you’re using your work Microsoft account
  • Check that your tenant is configured
  • Try signing out of Microsoft and back in
  • Clear cookies for both Microsoft and Mainbranch

Invalid Credentials Error

Section titled “Invalid Credentials Error”
  • Verify the email address is correct
  • If using password auth, reset your password
  • Check if your account is active
  • Contact your administrator

Account Not Found

Section titled “Account Not Found”
  • Verify you were invited to the workspace
  • Check the email address matches your invitation
  • Look for the invitation email
  • Contact your administrator

Invitation Issues

Section titled “Invitation Issues”

Did Not Receive Invitation

Section titled “Did Not Receive Invitation”
  • Check spam/junk folders
  • Verify the correct email was used
  • Ask administrator to resend
  • Check if invitation expired

Invitation Expired

Section titled “Invitation Expired”
  • Contact your administrator
  • Request a new invitation
  • Check your email promptly next time

Cannot Accept Invitation

Section titled “Cannot Accept Invitation”
  • Verify the email matches your account
  • Try the link in a different browser
  • Clear browser cookies
  • Contact your administrator

Access Problems

Section titled “Access Problems”

Cannot Access Features

Section titled “Cannot Access Features”

If you can sign in but features are unavailable:

  • Check your role (member vs admin)
  • Verify the feature is enabled for your workspace
  • Ask your administrator about access

Cannot See Expected Content

Section titled “Cannot See Expected Content”
  • Verify you have permission in the source system
  • Check if the data source is connected
  • Allow time for content to sync
  • Contact your administrator

Suddenly Lost Access

Section titled “Suddenly Lost Access”
  • Your account may have been modified
  • Your role may have changed
  • The workspace settings may have changed
  • Contact your administrator

Profile Issues

Section titled “Profile Issues”

Cannot Update Profile

Section titled “Cannot Update Profile”
  • Refresh the page and try again
  • Check for validation errors
  • Try a different browser
  • Contact support if persistent

Profile Photo Not Updating

Section titled “Profile Photo Not Updating”
  • Check file format (JPG, PNG)
  • Check file size limits
  • Clear browser cache
  • Try a different image

Session Issues

Section titled “Session Issues”

Constantly Being Signed Out

Section titled “Constantly Being Signed Out”
  • Browser settings may be clearing cookies
  • Session may be timing out
  • Multiple devices may be causing conflicts
  • Check browser privacy settings

Session Expired Message

Section titled “Session Expired Message”
  • Sign in again
  • This is normal after periods of inactivity
  • Check your organization’s session policies

Role and Permission Issues

Section titled “Role and Permission Issues”

Need Admin Access

Section titled “Need Admin Access”
  • Contact your workspace owner
  • Provide justification for admin access
  • Owner or existing admin can change your role

Cannot Access Admin Settings

Section titled “Cannot Access Admin Settings”
  • Verify you have admin or owner role
  • Sign out and back in
  • Contact your workspace owner

Recovery Options

Section titled “Recovery Options”

Forgot Password

Section titled “Forgot Password”

If using password authentication:

  1. Click “Forgot password” on sign-in page
  2. Enter your email address
  3. Check for reset email
  4. Follow reset instructions

Account Locked

Section titled “Account Locked”
  • Wait for lockout period to expire
  • Contact your administrator
  • Use SSO if available

Need Account Deleted

Section titled “Need Account Deleted”
  • Contact your administrator
  • They can remove your account
  • Data handling follows retention policies

When to Contact Administrator

Section titled “When to Contact Administrator”

Contact your administrator if:

  • You cannot sign in after troubleshooting
  • You need your role changed
  • You need access to specific features
  • Your invitation is missing or expired
  • You’ve been locked out

Information to Provide

Section titled “Information to Provide”
  • Your email address
  • Error messages you’re seeing
  • What you’ve already tried
  • When the issue started

When to Contact Support

Section titled “When to Contact Support”

Contact support if:

  • Your administrator cannot resolve the issue
  • You’re experiencing platform-wide problems
  • SSO configuration seems incorrect
  • You need technical investigation

Next Steps

Section titled “Next Steps”