Role: Company Admin (to check status, licenses and invitations); the affected user (for their own login)
Plan: All plans
Prerequisites
You are logged in as a Company Admin
The user has been created in SalesScreen
You know the email address the user should log in with
Common causes
Most new-user login problems come down to one of these:
The user is still in Pending status and has not activated their account
There are no available licenses, so the user cannot be activated
The invitation or login email was never received
The login link has expired
The account was created with the wrong email address
The user is trying password login when the company uses SSO, or vice versa
The user has been deactivated
The user exists but is not assigned to a team
The user was created manually but not mapped to the integration
Step-by-step: work through the login checks
Step 1 – Check the user's status. Go to Manage → Users and find the user. If they are Pending, they must activate their account first. Resend the activation or login information if needed.
Step 2 – Check available licenses. With no free licenses, a new user cannot be activated. Free up a seat or add more licenses, then try again.
Step 3 – Check the invitation and email address. Confirm the login email was sent and the address on the account is correct. If it is wrong, correct it and resend the login information.
Step 4 – Check for an expired link. Login and activation links expire. If the user waited too long, send a fresh login link or have them reset their password.
Step 5 – Confirm the correct login method. If your company uses SSO, the user must log in through SSO, not a password. If they use password login, make sure they have set or reset a password.
Step 6 – Rule out deactivation and missing team. Confirm the user is not deactivated and is assigned to a team.
What if this doesn't work?
The user is Pending and never got the email. Resend the login information, check the address for typos, and ask them to check spam or quarantine.
The company uses SSO but the user tries a password. Direct them to the SSO login flow. Manually set passwords will not work if SSO is enforced.
The user was created manually but is synced elsewhere. A manual account may conflict or not be mapped. Confirm the user should exist and is mapped correctly.
Still stuck? Contact SalesScreen Support with the user's name and email, their current status (Pending, active, deactivated), your login method (password or SSO), and any error message they see.