Can't sign in or access the correct pages or Organizations

Use the following troubleshooting steps if you have trouble signing in or can’t access the correct areas after signing in.

I can’t sign in

You need to have a Contact created for your email address to sign in to and access Monitor.

1. Check who can view user details and manage users.
2. Ask them to verify that you have an account.
   • If you don’t have an account, ask them to create one.
   • If you have an account, but the email address is wrong, ask them to delete your contact and add a new one with the correct email address.
3. If your account exists and the email address is correct, reset your password:
   • If you sign in with Google or Microsoft, change your password through their services.
   • If you sign in with an email and password, select the Forgot your password? link on the sign-in page.

I can’t access Monitor after I sign in

You can’t select the Monitor card if your Monitor licence has expired. Contact Monitor Support to renew your licence.

I can’t see the pages I need after I sign in

You may be able to sign in to Monitor but can’t access one or more pages (Dashboard, Events, Media, Reports, or Devices). You have been assigned a Contact role that doesn’t give access to the area you need. 

1. Check who can view user details and manage users.
2. Ask them to delete your contact and add a new one with the correct role. You can only have one role for each Organization linked to your email address.

I see incorrect or missing Organizations

You may be responsible for multiple Organizations, but one of the Organizations is not displayed on the page:

• Someone may not have added you as a contact to that Organization yet.
• Someone at your Organization may have removed your account from the Contacts list.

To fix this:

1. Check who can view user details and manage users.
2. Ask them to add you as a contact to the Organization.

I am signed into the wrong account via SSO

When you select Continue with Google or Continue with Microsoft, Monitor automatically signs you in with your active email. The email you use to sign in must match the email in Monitor to see your Organization(s).

1. Log out of your current Gmail or Microsoft account in your web browser. 
2. Turn off automatic sign-in:
   • Google: Open chrome://password-manager/settings and turn off Sign in automatically.
   • Microsoft: Open edge://settings/profiles/multiProfileSettings and turn off 'Automatic sign in on Microsoft Edge'.
3. If you use a password manager, turn off ‘automatic log in’ for Monitor. 
   • Microsoft Edge: Open edge://settings/passwords to turn off Automatically.
   • For other password managers, follow your password manager’s documentation.
4. Sign in to Monitor and check the email address carefully.
   • Wrong Gmail address: Select Use another account for a Google sign in and sign in with the correct Google Account.
   • Wrong Microsoft account: Open office.com to sign out of the current profile at the top right and sign in with the correct Microsoft Account.