If a user cannot sign in, this is usually caused by an incorrect username, an incorrect password, or the user account being inactive.
Incorrect username being used
By default, a user’s username is not their email address. Using an email address instead of the assigned username can prevent login.
Identify the correct username
This requires Super User access.
Open Config, click User admin.
Locate the user account.
Check the Login field.
The value shown in the Login field is the username the user must enter on the login screen.
Incorrect password being used
If the password is incorrect and cannot be remembered, it must be reset.
Reset a password from the login page
Enter the username, click Sign in.
Click Forgotten Password.
Enter the username and email address.
Click Send Password Reset Email.
Manually reset a user’s password
This requires Super User access.
Open Config, click User admin.
Find the user and open the record.
Click Reset password.
Enter the new password twice.
Click Update user.
Account inactive after a password reset
When a password reset is triggered, the user account becomes inactive until the reset is completed. During this time, previous login details will no longer work.
Check whether a reset has been triggered
This requires Super User access.
Open Config, click User admin.
Locate the affected user.
You can identify an inactive account if:
The user row is highlighted in orange.
The person icon shows a circle with a line.
Reactivate the account manually
This requires Super User access.
Open the user record, click Edit.
Change the status from Inactive to Active.
Click Update user.
The user can now log in using their existing credentials.
Access Evo integration
If Access Identity SSO is configured, manual sign‑in and password resets are not available.
To log in successfully:
The user must exist in Access Recruit.
The user must have a matching email address linked to their account in Access Evo.
If these do not match, the user will not be able to sign in.