There are some steps that you can follow in order to try to fix it yourself:
1. Check your browser.
We advise our customers to use Chrome, Edge or Firefox as browsers and to avoid the use of Internet Explorer. The reason is that Microsoft does not provide security updates or technical support for it which results in frequent issues when using our app in this environment. Because of this, our IT team no longer test new releases in an Internet Explorer environment. Therefore, updates in our app might not be supported in this browser and this can offer a bad performance when using it.
2. Clear your cache and try it again.
Here you can find an overview about how to do it depending on your browser.
3. Check if your account was activated.
Normally you should receive an email with an activation link in it. With this link you are able to create a password and start to use the app. If you haven't followed those steps, please check your email inbox and try to find the email. In case it is not there, contact your contact person and ask for a new activation link.
4. You have received the email but when activating the account you still have the message.
In that case, it can be that the link has expired. Contact your contact person and ask for a new invitation.
5. Check if you are using the right email address to access the app.
In some cases, you can be using your personal email address while you should use the company email address or the other way around. Also check if there are typos in the email address.
6. Maybe you are using the wrong password.
In that case you can click on the "forgot your password?" icon and you will receive a new link in your email. By clicking on this link you can create a new password.
7. Check if your onboarding period is still open.
Each company has a different onboarding period that can vary from 90 to 365 days or, in some cases, the period is not set. Check if it is possible that your onboarding period is over.
You followed/suggested the above steps and the issue is still happening? Then don't hesitate to submit a ticket :)
We're always happy to help ! :)