Sign-in and Invitation Problems

No sign-in email arrived

1. Confirm that the email address matches your invitation.
2. Check spam, junk, promotions, and filtered folders.
3. Wait briefly, then request one new code.
4. Use only the newest code.

If no message arrives, ask an administrator to confirm that your user is active and the address is correct.

The code is invalid or expired

Request a new sign-in code and enter it promptly. Codes are time-limited, and requesting another one invalidates the previous code.

The invitation link expired

Ask an administrator to resend or renew the invitation. Do not use an older invitation after a new one is sent.

My account is inactive

An inactive user cannot sign in. Contact an administrator to confirm whether the account should be restored.

Administrator password problems

Use the password-recovery option on the administrator sign-in flow. If a setup or recovery link expired, ask another administrator for the appropriate account action.

Administrator MFA problems

• Make sure the device running the authenticator app uses automatic date and time.
• Enter the newest code before it changes.
• Confirm that you are reading the One Hope Serve entry in the authenticator app.
• If access to the enrolled authenticator is lost, ask another administrator to verify your identity and reset MFA.

Another administrator must handle MFA resets and account-wide sign-out actions; administrators cannot perform those actions on themselves.