Sign-In and Account Access
Fix failed sign-in, email verification, password reset, and workspace access issues.
Use this checklist when a user cannot sign in, cannot verify their email, or lands in the wrong workspace.
Sign-In Fails
Check the email address, password, sign-in method, and browser autofill. If the password is not accepted, use password reset instead of guessing multiple times.
If the user normally signs in with Google, ask them to use Continue with Google instead of the email-password form. If they created both a Google and password account with different emails, confirm which email is invited to the workspace.
Ask for the exact screen or message before changing settings. A failed password, unverified email, missing invitation, and missing permission can all feel like "I cannot get in" to the user but need different fixes.
Confirm the Account Email
Most access issues come from using the wrong email. Ask the user to confirm the exact email on the invitation, member record, password reset email, or Google account. A personal email and work email can open different Agiled accounts.
Verification Code Fails
Use the newest verification email, enter the 6-digit code exactly as shown, and request a new code if the previous one expired. The user must be signed in to the same account they are verifying.
Old verification emails should be ignored after a new code is requested. If the page shows a different email than the inbox being checked, sign out and sign in with the correct account.
Password Reset Email Does Not Arrive
Check the email address, spam folder, promotions folder, and company mail quarantine. If the user may have used another email address, confirm the member record before sending a new invite.
Only the newest reset email should be used. If several emails arrive, open the latest one and discard the older links.
Workspace Access Denied
Workspace access errors usually mean the user signed in with a different email, opened the wrong workspace URL, has not accepted an invite, or was removed from the workspace.
Ask an admin to check the member list and invitation status. If the invitation is pending, the user should accept it from the same email address that received the invite.
If the user has multiple organizations, ask them to open the organization switcher after signing in. They may be authenticated correctly but viewing the wrong workspace.
Role or Permission Issues
If the user can sign in but cannot see a page, ask an admin to review their role, direct permissions, enabled modules, and workspace membership. A missing page is not always a sign-in problem.
Browser And Session Checks
If the account details look correct but access still fails, try a private browser window. This helps separate account problems from stale sessions, autofill, cached redirects, or old workspace URLs.
After role or invite changes, sign out and back in so the session reloads the latest workspace access.
Admin Checklist
Before escalating, an admin should check:
- the user exists in the correct workspace
- the invitation is accepted or resent
- the email matches the account being used
- the user has the right role and module permissions
- the workspace URL is correct
- the user has signed out and back in after changes
Document the confirmed email, workspace, role, and error time before escalating. This avoids repeated back-and-forth and keeps passwords, reset links, and codes out of support messages.