Troubleshooting Login Issues

Common issues you might experience when attempting to log in or when adding team members.

Below are some of the common issues that you may be experiencing:

1. Issue: After signing up or logging in you are directed to an 'Oops' page indicating the URL you entered does not exist or you do not have access.
   1. Cause: You are entering a URL that is invalid.
      
      Remedy:
      1. Ensure you enter or click the URL from your invitation email. The URL should appear like the following:
         https://app.claruscredits.com/<your-company-name>. 
2. Issue: After entering your login, you get an error message.

1. 1. Cause: The email address you have entered does not have access to the study you are trying to access:
      
      Remedy:

1. 1. 1. Ensure you are logging in with the email address that received the invitation email. Another member of your team can view this email from the team member's page. 
      2. If you are a Trinet customer, try logging in with your @trinet email.
      3. If you are logging in with a google account, try logging in with SSO. 
         
      4. Reach out to your Service Provider to confirm your access settings.
   2. Cause: User can't login because they have not activated their account. 
      
      Remedy
      1. A new activation link can be sent from the team members page to resolve this issue.
   3. Cause: User can't login after a password reset was sent. 
      
       Remedy
      1. The email link may have expired. A new password reset email can be sent from the team members page to resolve this issue.