If you are unable to log in, are not receiving your password reset email, or are having issues with a One Time Passcode (OTP), 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, when a password reset email does not arrive in your inbox, or when you are not receiving an OTP email. In some cases, the issue may be related to using the wrong login link for an SSO-enabled account or an account that is not yet active.
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.
- You are not receiving the One Time Passcode (OTP) email.
- Your account is not active.
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 or OTP 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.
- If you are not receiving the OTP email, confirm that the email address entered is correct and check your email filters.
- If your account is not active, contact your administrator to activate it.
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 or OTP 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.
Step 4: Check OTP delivery and account status
If you are waiting for an OTP email, confirm that the email address on your account is correct and ask your administrator whether your account has been activated.
If your account is not active, your administrator will need to activate it before you can log in.
Contact Cognexo Support
If you still cannot log in, do not receive the password reset email or OTP email, or your account is not active, contact the Cognexo Support team for assistance.
Include your account email address, whether you use SSO, whether you are waiting for an OTP email, 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.