Can't sign in
First, check you're on the right sign-in page — see Which sign-in page do I use?. Then:
- Use Forgot Password if you're not sure of your password — see Resetting a forgotten password.
- Confirm your email address is verified — an unverified account can't sign in. Ask an administrator to check from Users.
- If you sign in with Google, the issue is usually with the Google account itself rather than Eazi Digital Keystone IAM.
Still stuck? Contact support.
Never received a verification or reset email
Check spam or junk folders first. If it's genuinely missing:
- For a verification email, ask an administrator to use Resend Verification Email on your user record.
- For a password reset, try the SMS reset instead if your phone number is on file.
- Confirm the email address on your account is spelled correctly — an administrator can check this from your user record.
Single sign-on isn't working
If signing in redirects you somewhere wrong, loops back to the sign-in page, or an application says it can't complete sign-in:
- Confirm the user has been given access to that application — see Giving a user access to applications.
- Check the application's environment is shown as active under Applications — an inactive environment won't complete sign-in.
- If the problem persists, contact support with the application name and any error message shown.
A user can't see an application they should have
Open their record under Users and check the applications assigned to them — access has to be granted explicitly per user, it isn't automatic just because your organisation is subscribed. If it's assigned and still not showing, check that the application's environment is active under Applications.
Contact support
If you're still stuck, reach out with a description of what you were trying to do, which sign-in page you were on, and any error message shown.
