Troubleshooting - Password-Based Access

If a password-based user (who is set up with an email and password in AuditBoard) is experiencing difficulty with accessing AuditBoard, check the following points:

NOTE: For guidance on troubleshooting SSO, refer to the Troubleshooting - Single Sign-On (SSO) Help Center article.

• Ensure that the user's email in AuditBoard matches the user's email on your organization's side (e.g. what is set up in Gmail or Outlook)
  • If the user's email was recently changed on your organization's side (e.g. as a result of a name change), ensure that the user's email is also changed in AuditBoard
• If needed, a password can be reset by clicking on the "Forgot Password" button from the login screen. 
  • Please note that this will also work for users who's welcome email expired and/or are setting up their password for the first time.
• If applicable, ensure that the user's IP address is included in any range that is set within the "Password Policy" page
• If applicable, ensure that the user's account (in AuditBoard) is fully set up with two-factor authentication (as described within the AuditBoard Two-Factor Authentication using Authy Help Center article)
  • For guidance on troubleshooting two-factor authentication, refer to the Troubleshooting - Two-Factor Authentication (2FA) Help Center article
• If one member of a team/department is able to log in and another member of that same team/department is unable to log in, there may be an internal issue that your IT team (or comparable personnel) can resolve