Login and Password Problems
How to handle sign-in problems, forgotten passwords, and passkey/SSO sign-in issues.
[Check these first]
- No typos or extra spaces in your email address.
- The company-specific URL (login page) is correct.
- Caps Lock or an IME (e.g., Japanese input) is not turned on.
[If you have forgotten your password]
The password reset procedure varies by tenant (your company). First, try signing in from your tenant's dedicated login page, or check with your IT administrator.
If your tenant has enabled password reset on the login page, press the "Help" button on the login page and enter your registered email address to start the reset procedure (if the reset email does not arrive, also check your spam folder).
[If you cannot sign in with a passkey or single sign-on (SSO)]
Try signing in to another app or website that uses the same login credentials. If you also cannot sign in there, the problem may be with your SSO provider or your company's tenant settings, so please contact your IT administrator.
[If you cannot receive your two-factor authentication code]
If you changed or removed your authenticator app device, use a backup code or ask your administrator to reset your 2FA.
[If this still does not resolve the issue]
For details on "Cannot sign in," see #GEN-001; for first-time login, see #GUIDE-001.
Example
Forgot your password → from the login page's "Help," enter your registered email to reset it (if your tenant has enabled it). If unsure, contact your IT administrator.
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