Troubleshooting Account and Authentication Issues

Cannot Sign In

Symptom: The sign-in page reports "Invalid username or password".

Solutions:

• Username: Sign in with the username, not the email address. Passwords are case-sensitive.
• Lockout: After 5 failed attempts within 15 minutes, further attempts are refused for 15 minutes. The page shows the same "Invalid username or password" message during the lockout, so a correct password appears to fail. Wait 15 minutes before trying again.
• Forgotten details: Select "Forgot password?" on the sign-in page. The Recover Account page sends the username together with a link to set a new password. It reports "No account found with this email address" when no account uses the address, and "This account is not verified. Complete registration first." for an account that has never been verified. On an on-premises installation, the recovery link is also listed in the Verification Links panel of Dermi Atlas Manager (the link icon in the top bar).

Sign-In Refused with Correct Credentials

Symptom: The credentials are correct, but the sign-in page reports a restriction.

• Disabled. "This account has been disabled in Atlas Manager. Contact the person who manages Atlas Manager to restore access." Whoever holds the admin passphrase opens Administration in Dermi Atlas Manager and selects Enable on the account in the User Accounts card. See Atlas Manager Administration.
• Restricted. "This account is restricted because the team has more members than its license includes. Contact the license owner to restore access." The license owner purchases a seat from Manage Seats in the Dermi Portal or removes another member. See Troubleshooting Licensing and Subscription Issues.
• Revoked. "This account has been removed from the team in the Dermi Portal. Contact the license owner to be reinstated." The license owner selects Reinstate Member on the license card, which restores access to the same account.
• Unlisted. "This account is no longer listed as a member of the team in the Dermi Portal. Contact the license owner to be invited again." The license owner invites the same email address again. Claiming that invitation links the existing account, which keeps its username, password, and records, as described in Claiming a Team Invitation.

A change made in the Dermi Portal reaches the installation at its next check-in. Sync Now on the User Accounts card in Dermi Atlas Manager applies it at once.

Patient records, images, and the activity log stay with the practice team in each of these states.

Two-Factor Authentication (2FA) Codes Rejected

Symptom: The authenticator code is rejected at sign-in.

Solutions:

1. Time: Set the phone's date and time to automatic. Codes depend on an accurate clock.
2. Lockout: After 5 rejected codes within 15 minutes, further attempts are refused with "Too many failed attempts. Please try again later." A valid code is also refused during the lockout, so wait 15 minutes.
3. Recovery code: Sign in with a recovery code, then turn two-factor authentication off and on again under Security & Authentication on the Account page to get new recovery codes. Request Disable sends a verification link, and opening it asks for an authenticator code or a recovery code to complete the change.

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Verification or Recovery Link Not Received or Expired

Solutions:

• Not received: Check the spam or junk folder. On an on-premises installation, open the Verification Links panel in Dermi Atlas Manager and use the link listed there. For delivery problems, see Troubleshooting Email Delivery Issues.
• Expired: Links expire after 1 hour. Request the link again from the page that issued it.

Claim Invitation Refused

Symptom: The Claim Invitation page reports "This invitation could not be claimed. The email address and code must match the invitation; check both, or ask the license owner for a new code."

The message does not say which part failed, so check each cause. The license owner resolves them from the license card in the Dermi Portal.

• The code has expired. A claim code is valid for 24 hours. The owner selects Resend Invite, which emails a new code to the same address.
• The email address does not match. Enter exactly the address the invitation was sent to. If the invitation went to the wrong address, the owner selects Withdraw Invite and invites the correct one.
• The code has already been used. If the account was created, sign in instead. Otherwise the owner sends a new invitation.
• The invitation was withdrawn. A withdrawn invitation shows as Withdrawn in the Dermi Portal, and its code stops working. The owner sends a new invitation.
• The code was mistyped. The code has eight characters, shown in the email as two groups of four.

Other messages on the same page:

• "An account for this invitation already exists on this Atlas instance. Ask the license owner for a new invitation." Sign in with that account, or ask the owner for a new invitation if it cannot be used.
• "This Atlas instance has no team yet. Ask the license owner to check the license in Atlas Manager." The owner confirms the license and selects Sync Now under Administration in Dermi Atlas Manager.
• "Invitations cannot be claimed while the license is restricted. Ask the license owner to check the license in Atlas Manager." The owner restores the subscription or the license in the Dermi Portal.
• "The license server could not verify this Atlas instance. Ask the license owner to check the license in Atlas Manager." The owner checks the License Status card in Dermi Atlas Manager.
• "The license server could not be reached. Check the internet connection and try again." Claiming needs the host computer to reach Dermi; Atlas itself keeps working offline.
• "Too many failed attempts. Try again in N minutes." Wait for the period the message states.
• "This username is already taken". Choose a different username.
• "An account with this email already exists on this Atlas instance". The address belongs to an account that is still on the team or is disabled. Enable a disabled account in Dermi Atlas Manager first; otherwise the owner frees the address with Delete Member Record on the old member.
• "Invalid password" on the Link Account step. Enter the password of the existing account.
• "The account for this address has changed. Reload the page and claim the invitation again." Reload the page and claim again.

Signed Out While Working

Symptom: The session ends during use, or Atlas returns to the sign-in page.

Solutions:

1. A password change, a two-factor authentication change, or Sign Out Everywhere ends every session of the account, including other open tabs. Sign in again.
2. Sign Out on a row of the Signed-In Devices card ends that device's session alone. See Account Security.
3. When a session expires, Atlas tries to restore it and reloads the page if it cannot.
4. After the update to Atlas 26.4, each device signs in once more.

Related Articles

• Claiming a Team Invitation for the claim procedure and linking an existing account
• Inviting and Managing Team Members from the Dermi Portal for invitations, removals, and reinstatement
• Account Security for passwords, two-factor authentication, and signed-in devices