# Troubleshooting access Having trouble logging into your AG5 account? Don't worry, we're here to help you troubleshoot! Whether you're logging in with an email and password or using Single Sign-On (SSO), we've got you covered. Below are some common issues and solutions to get you back on track. ### **Logging in with Email and Password:** 1. Check for typos: Double-check the email address you're using to log in. Typos happen more often than you think, so ensure there are no misspellings or extra characters. 2. Verify email domain: Make sure you're using the correct email domain (e.g., ".com" instead of ".de"). Sometimes a simple domain mistake can prevent you from logging in. 3. Confirm user account: Reach out to your organization's AG5 administrator to ensure that a user account has been created for the email address you're trying to log in with. If not, they can assist in setting up your account. 4. Reset password: If you're still having trouble, try resetting your password. You can do this by [navigating here](https://matrix.ag5.com/auth/login), entering your email address and selecting the "Request new password" option on the login page. Follow the instructions provided to receive an email from AG5 to reset your password and regain access to your account. 1. Sometimes the password reset email ends up in your spam folder. If you don't see it right away, give that a look. 5. Contact support: If none of the above solutions work, don't hesitate to reach out to our support team at . Be sure to include the error message you're receiving and the email address you're using for clarification. ### **Troubleshooting Single Sign-On (SSO):** #### 1. **Not Authenticated** **What it means:**\ The user tried to log in using their organization’s identity provider, but the login attempt was unsuccessful. The identity provider failed to authenticate the user and redirected them back to AG5. **Possible causes** * Your login credentials may be incorrect * Your account may not be correctly set up in your organization’s identity provider **What to do next** 1. Check your credentials and try logging in again 2. If the issue persists, please contact your organization’s AG5 admin for assistance 1. The most common issue with SSO login is not being added to the correct user group by your IT department. Ensure that your IT team has assigned you to the appropriate user group within your company's SSO settings. Example screenshot:
#### 2. **Not Authorized** We couldn't grant you access to AG5 because your email domain (ag5.io) is not authorized by your organization. **Possible causes** * You may be using an email that is not linked to your organization’s AG5 account * Your organization may not have authorized your domain for access **What to do next** 1. Check that you're using the correct email address associated with your organization’s AG5 account 2. If the issue persists, contact your organization’s AG5 administrator to verify your email domain and permissions Example screenshot:
#### 3. **No User Account** **What it means:**\ We couldn't find an AG5 account linked to your login details. **Possible causes** * Your account has not been created in AG5 yet * You might be using the wrong login credentials **What to do next** 1. Verify that you are using the correct email address associated with your organization 2. If you need access, contact your organization’s AG5 administrator to create an account for you Example screenshot:
#### 4. **Something Went Wrong** **What it means:**\ We encountered an issue while trying to log you in. **Possible causes** * There may be a temporary issue with the login service * Your login request may not have been processed correctly **What to do next** 1. Try logging in again after a few minutes 2. If the issue persists, please contact [AG5 Support ](mailto:support@ag5.com)and include the reference details below to help us resolve the issue quickly Examples screenshot:
Remember, regardless of the login method, we're happy to support you every step of the way. If you encounter any difficulties, don't hesitate to reach out to us at , or at +31 20 4630942. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.ag5.com/accounts-roles-and-permissions/troubleshooting-access.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.