Introduction
If you are unable to log in or are not receiving your password reset email, this guide will help you check the most common causes and try the correct next steps. If your account uses Single Sign-On (SSO), the login process may be different from a standard password sign-in.
Issue description
This article applies when you cannot access your Cognexo account because login fails, or when a password reset email does not arrive in your inbox. In some cases, the issue may be related to using the wrong login link for an SSO-enabled account.
Signs
- You cannot sign in with your usual credentials.
- The password reset email does not arrive.
- The email may be in your junk or spam folder.
- You use SSO and are unsure which login link to use.
Basic troubleshooting steps
- Confirm you are using the correct email address for your Cognexo account.
- Check your inbox, junk folder, and spam folder for the password reset email.
- If your account uses SSO, use the correct login link provided by the Support team.
- Try requesting the password reset email again after a few minutes.
- Make sure there are no typos in the email address entered on the reset form.
Advanced troubleshooting steps
Step 1: Use the correct SSO login link
If your organisation uses SSO, do not use the standard password login page unless support has instructed you to do so.
Open the login link provided by the support team and try signing in again.
Step 2: Check your email filters
Search your mailbox for messages from Cognexo and review any email filters or rules that may be moving the reset email out of your inbox. Be sure to check junk, spam, archive and other folders.
Step 3: Request a new password reset email
If the first reset email does not arrive, submit a new password reset request and wait a few minutes before checking again.
Contact Cognexo Support
If you still cannot log in or do not receive the password reset email, contact the Cognexo Support team for assistance.
Include your account email address, whether you use SSO, and any error messages you see.
Additional resources
Related help articles: Password Reset + Troubleshooting.
For more information about your organisation’s sign-in process, contact your internal administrator or support team.
Conclusion
Most login and password reset issues can be resolved by using the correct SSO link and checking your junk folder for the reset email. If the issue continues, Cognexo Support can help you confirm the correct sign-in method and restore access to your account.