How to Troubleshoot and Resolve Login Issues
If you are experiencing login issues with Atlas, this guide provides solutions for common problems, including password resets, account access errors, and technical troubleshooting.
Common Login Errors and Solutions
Regaining Access to Your Account
If you cannot log in to your Atlas account, follow these steps to reset your password:
Navigate to the Atlas portal by entering the site URL directly into your browser’s address bar.
Click Log in.
Select the option to reset your password and follow the prompts to create a new one.
Once the reset is successful, use your new password to sign in.
Resolving "Request is Blocked" or "Account Disabled/Locked" Errors A disabled account typically means that there have been multiple unsuccessful login attempts with incorrect credentials. This is a security measure to protect your account from unauthorized access.
If you encounter errors such as "request is blocked" or "account has been disabled/locked," try the following: If you are managing a worker’s account, sending a password reset is the recommended first step to resolve access issues.
Sign out of the application.
Open an Incognito or Private browsing window in your web browser (e.g., Google Chrome).
Sign back in from the Incognito/Private window. This clears cached sessions and cookies that may cause login issues.
Clear your browser cookies and cache to resolve stale authentication or state issues that may cause login problems.
Account Setup and Access Issues
Unrecognised Login Details in the Atlas Companion App
If users receive the error "These login details are not recognised" when trying to sign into the Atlas Companion App, ensure the following:
Each user must have an employee record set up in the system. Without this, they can only log in through the website and will not be able to access the app.
To resolve this, create or confirm their employee profiles via the administrative settings in the system.
New Employees Unable to Log In
New employees may face login issues if their accounts have not been activated. Ensure that:
The employee has been granted access in Atlas by an administrator within your organization.
Without an active account, they will not be able to log in.
Browser and Technical Troubleshooting
Always use an updated web browser to access the Atlas portal.
Clear your browser cache and cookies if login issues persist.
Use Incognito or Private browsing mode to bypass cached sessions that may interfere with login.
Ensure you are using an updated browser for the best compatibility and security. While Google Chrome is often recommended, any modern browser should work.
Administrative Actions for Employee Access
Administrators play a key role in ensuring smooth access for employees. They should:
-Regularly update employee records in the system.
-Grant access permissions promptly for new hires.
-Monitor and resolve account-related issues reported by employees.
Conclusion
By following the steps outlined above, you can resolve most login issues in Atlas. For persistent problems, contact your system administrator or the Atlas Support team for further assistance. If the account remains disabled or blocked after completing the above steps, gather specific error details and contact Atlas support for further assistance. Providing detailed information about the issue will help expedite the resolution process.