If a user keeps failing to sign in after being invited, check which SDX-Cloud instance they use, whether the invitation went to the right email address, and whether the activation was finished. If this does not help, an administrator can send a new activation link, or re-create the user and let them set a new password.
Check the basics
- Use the sign-in address of the instance where the organization lives. A user in one region cannot sign in on another instance.
- Check that the invitation went to the email address the user actually reads. If the address on the invitation is wrong, correct it before you send the link again.
- Reset the password as described in Forgotten Passwort.
- Finish the activation described in Activate your SDX-Cloud Account.
Ask an administrator to send a new activation link
An administrator sends a new invitation from the user list. Do not share the link in an open channel: it is personal.
Last resort: re-create the user
If a new link and a password reset do not help, an administrator can delete the user and invite them again. The user sets a new password after the new invitation. After the first sign-in, check that the user still sees the expected organization and projects, and add them again where needed.
If the browser shows an error
Open the browser developer tools on the Network tab, repeat the sign-in, and copy the response of the failing sign-in request, not only its address. Do not copy tokens or activation links.
What to send to Sodex Support
- Email address of the user and the instance used
- The error message or the response text
- What you already tried and the time
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