FAQ

1. Why can't I sign in to my account?

If you are unable to sign in, your login information may be incorrect or your account may not be ready for use.

Possible Causes

  • Incorrect email address.
  • Incorrect password.
  • Your email address has not been verified.
  • Your account has been disabled or restricted.

What You Can Do

  • Check that you entered the correct email address.
  • Verify that your password is correct.
  • Complete the email verification process if your email has not yet been verified.
  • Contact your administrator if your account has been disabled.

2. Why does the system say "Invalid Email or Password"?

This message appears when the email address or password does not match your account.

Possible Causes

  • The email address was entered incorrectly.
  • The password was entered incorrectly.
  • Caps Lock is enabled.
  • You recently changed your password and are using the old one.

What You Can Do

  • Re-enter your email address carefully.
  • Use the Show Password (👁️) option to verify your password before signing in.
  • Make sure Caps Lock is turned off.
  • If you cannot remember your password, use Forgot Password to create a new one.

3. Why didn't I receive the password reset OTP?

If you do not receive the OTP after clicking Send OTP, there may be several reasons.

Possible Causes

  • The email address was entered incorrectly.
  • The email is in your Spam, Junk, or Promotions folder.
  • Your email provider is experiencing a delay.

What You Can Do

  • Wait a few minutes.
  • Check your Spam, Junk, or Promotions folders.
  • Confirm that you entered the correct registered email address.
  • Click Resend OTP after the 60-second countdown.

4. Why is my OTP invalid?

An invalid OTP means the code entered does not match the latest verification code generated by the system.

Possible Causes

  • The OTP was entered incorrectly.
  • The OTP has expired.
  • A new OTP was requested, making the previous OTP invalid.

What You Can Do

  • Enter the OTP exactly as received.
  • Use only the most recently received OTP.
  • Request a new OTP if the previous one has expired.

5. Why can't I reset my password?

If clicking Confirm does not update your password, the new password may not meet the required security rules.

Possible Causes

  • The new password does not meet the password requirements.
  • The Password and Confirm Password fields do not match.
  • Your session expired during the password reset process.

What You Can Do

  • Create a password that meets all password requirements.
  • Ensure both password fields contain the same password.
  • Restart the password reset process if necessary.

6. Why am I seeing a 500 Internal Server Error?

A 500 Internal Server Error indicates that the server encountered an unexpected problem while processing your request.

Possible Causes

  • Temporary server issue.
  • Backend service interruption.
  • System maintenance.

What You Can Do

  • Refresh the page.
  • Wait a few minutes and try again.
  • Sign in again.
  • Contact your system administrator if the problem continues.

7. Why am I getting a 403 Access Denied or Unauthorized message?

This message indicates that your account does not have permission to access the application.

Possible Causes

  • Your account has been disabled.
  • Your session has expired.
  • Your administrator has restricted access.

What You Can Do

  • Sign out and sign back in.
  • Verify that you are using the correct account.
  • Contact your administrator if you believe you should have access.

8. Why am I seeing a Network Error?

A Network Error means the application cannot communicate with the server.

Possible Causes

  • Poor internet connection.
  • Firewall, VPN, or proxy blocking the connection.
  • Temporary server outage.

What You Can Do

  • Check your internet connection.
  • Refresh the page.
  • Disable your VPN or proxy if applicable.
  • Try again later.

9. Why was I automatically logged out?

For security reasons, your session may expire after a period of inactivity.

Possible Causes

  • Session timeout.
  • You signed in from another device.
  • The system automatically ended your session.

What You Can Do

  • Sign in again.
  • Save your work regularly.
  • Contact your administrator if this happens frequently.

10. Why does the system say my email is not verified?

Your account cannot be used until your email address has been verified.

Possible Causes

  • You skipped the email verification step.
  • The verification OTP was not completed.
  • The verification OTP expired.

What You Can Do

  • Complete the email verification process.
  • Request a new OTP by clicking Resend OTP.
  • Verify your email before attempting to sign in.

11. Why can't I remember my password?

If you cannot remember your password, you do not need to create a new account.

What You Can Do

  • Click Forgot Password?
  • Enter your registered email address.
  • Verify the OTP sent to your email.
  • Create a new password.
  • Sign in using your new password.

12. Can I sign in from multiple devices?

Yes, depending on your organization's security policy, you may be able to sign in from multiple devices.

If your organization restricts multiple active sessions, signing in on another device may automatically sign you out from your current session.

If you experience unexpected sign-outs, contact your system administrator for more information.

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