I can’t log into Cledara

We've outlined some troubleshooting steps for the most common issues that you may run into when logging into your Cledara account. Find the scenario that applies to you below and the issues you might encounter in each context:

  1. If you recently joined Cledara
  2. If your workspace uses SMS code as the 2FA login method
  3. If your workspace uses an Authenticator app as the 2FA login method

 

1. If you recently joined Cledara

You can't follow the email invitation link

The invitation link may have expired either because too much time has passed since it was sent, or because you have already clicked the link and begun, but not completed, the sign-up flow.

If you have never clicked the link, please ask a team member with an Admin role in Cledara to resend the invitation link. They can see the instructions in this article

If you began the sign-up flow but didn't complete it the first time, please access Cledara directly via this link. From here, click the Log In button and follow the login flow as normal. You can also reset your password in this flow, if needed.

 

2. If your workspace uses SMS code as the 2FA login method

You're not receiving the SMS verification code

This could be an issue with your mobile phone carrier or the device itself.

To rule this out, please first try the below steps. After each step is completed, please try again to receive the code.

  1. Restart your device: First, remove the SIM and battery, then re-insert them and turn ON the handset. This will refresh the network.
  2. Insert the SIM card into a different device.
  3. Check if there are any software/firmware updates needed for the device itself. If yes, please complete the update/s.
  4. Clear the device's memory.
  5. Reach out to your network carrier to see if they have any restrictions in place, or ask them to update the SIM card if needed.
  6. Check your Spam folder on your SMS application (if applicable).

If the code is still not received, contact us at support@cledara.com to let us know!


You've changed your phone number

Your phone number can be reset by a user who has higher permissions than you in Cledara. This can be done in your Member details page:

Screenshot_2023-04-06_at_16.36.18.png

Once they've clicked Edit > Profile > Reset phone number, you will be asked to set up your new phone number next time you log in:

Screenshot_2023-04-06_at_16.40.36.png

If you are a User, Finance user, or Compliance user, the Admins in your workspace can reset your phone number.

If you are an Admin, the Primary Contact in your workspace can reset your phone number.

If you are the Primary Contact, please contact us at support@cledara.com for our assistance. We will send a verification SMS code to the phone number that is currently registered on your Cledara account. Once you have confirmed this code to us, we will update your phone number right away.

If you no longer have access to your old phone number, we will verify your request through other means.

 

3. If your workspace uses an Authenticator app as the 2FA login method

You receive an invalid code error message

This can happen if your device's time, date and time zone are set manually. Change the Time and Date setting on your device to Automatic, or choose to synchronise your time with an Internet time server.

You are asked for a code for an authenticator app, but you haven't set it up before

Your phone number can be reset by a user who has higher permissions than you in Cledara. This can be done in your Member details page:

Screenshot_2023-04-06_at_16.36.18.png

Once they've clicked Edit > Profile > Reset Authenticator app, you will be asked to set up your Authenticator app next time you log in:

Screenshot (5).png

If you are a User, Finance user, or Compliance user, the Admins in your workspace can reset your Authenticator app

If you are an Admin, the Primary Contact in your workspace can reset your Authenticator app.

If you are the Primary Contact, please contact us at support@cledara.com for our assistance. We will send a verification SMS code to the phone number that is currently registered on your Cledara account. Once you have confirmed this code to us, we will reset Authenticator app right away.

If you no longer have access to your phone number, we will verify your request through other means.

Was this article helpful?
0 out of 0 found this helpful