Verification Email Not Received
Solutions:
- Check Spam/Junk folders.
- Open the Verifications panel in Dermi Atlas Manager (the shield icon in the top bar) and use the listed verification link to bypass email delivery.
- Ensure the host computer has internet access to send emails.
Verification Link Expired
Solution:
Links expire in 1 hour. Request the link again from the page that issued it, which regenerates a fresh one. On local network (LAN) deployments the current link is also listed in the Verifications panel of Dermi Atlas Manager.
Claim Invitation Refused
Symptom: The Claim Invitation form 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 deployment answers every binding failure with that one message and never states which part failed, so the causes are checked in turn. The license owner resolves each of them from the license card in Dermi Portal.
- The code has expired. A claim code is valid for 24 hours. The owner uses Resend Invite, which issues a new code and emails it to the same address.
- The email address does not match. The address entered must be exactly the one the invitation was sent to. If the invitation went to the wrong address, the owner uses Withdraw Invite and invites the correct address.
- The code has already been used. A claim code is single-use. If the account was created, sign in instead of claiming again. If it was not, the owner issues a fresh invitation.
- The invitation was withdrawn. An invitation the owner cancelled before it was claimed shows as Withdrawn in Dermi Portal and its code stops working; the owner sends a new invitation.
- The code was mistyped. The code is eight characters, shown in the email grouped as XXXX-XXXX.
Other messages on the same form:
- "An account for this invitation already exists on this Atlas instance. Ask the license owner for a new invitation." The invitation has already produced an account. Sign in with it, or ask the owner for a new invitation if the account is not usable.
- "This Atlas instance has no team yet. Ask the license owner to check the license in Atlas Manager." The deployment has not completed a check-in that binds it to the license. Resolved by the owner, by confirming the license and running 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." Resolved by the owner, by restoring the subscription or the license in Dermi Portal.
- "The license server could not verify this Atlas instance. Ask the license owner to check the license in Atlas Manager." Resolved by the owner, by re-checking the license in Dermi Atlas Manager.
- "The license server could not be reached. Check the internet connection and try again." Claiming requires the host computer to reach the license server; the deployment itself keeps working offline.
- "Too many failed attempts. Try again in N minutes." Repeated failed claims are throttled. Wait for the period the message states rather than retrying.
- "This username is already taken" or "An account with this email already exists on this Atlas instance". Usernames and email addresses are unique across the deployment, so choose a different username, or ask the owner to free the address with Delete Member Record on the old member.
For the full claim procedure, see Claiming a Team Invitation.
Sign-In Refused for an Account That Previously Worked
Symptom: The credentials are correct, but the sign-in page reports a restriction rather than signing in. Four states are reported, each with its own message and its own resolver.
- Disabled. "This account has been disabled in Atlas Manager. Contact the person who manages Atlas Manager to restore access." Resolved on the host computer: whoever holds the admin passphrase opens Administration => User Accounts in Dermi Atlas Manager and selects Enable on the account. 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." Resolved by the license owner in Dermi Portal, by purchasing a seat from Manage Seats or by removing 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." Resolved by the license owner, with 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." Resolved by the license owner, with a fresh invitation.
A restriction that has been resolved in Dermi Portal reaches the deployment at its next check-in. Sync Now, on the User Accounts card in Dermi Atlas Manager, applies it immediately.
Nothing the member documented is affected by any of these states. Patient records, images, and the activity log belong to the practice team and stay in place.
Cannot Sign In
Solutions:
- Credentials: Check username vs. email. Passwords are case-sensitive.
- Lockout: After 5 failed sign-in attempts within 15 minutes, further attempts are refused for 15 minutes. The response does not distinguish a lockout from incorrect credentials: the generic "Invalid username or password" message is returned in both cases, so a correct password appears to fail. Wait 15 minutes before trying again.
- Reset: Use the "Forgot your login?" link on the sign-in page. This opens the Recover Account flow, which both retrieves the account username and allows the password to be reset. On local network (LAN) deployments the recovery link is always listed in the Verifications panel of Dermi Atlas Manager, whether or not the email address is verified. An account that has never been verified cannot use recovery; the flow responds with "This account is not verified. Please verify your account first".
Two-Factor Authentication (2FA) Issues
Symptom: Codes are rejected.
Solutions:
- Time Sync: Ensure the phone's time is set to "Automatic". 2FA relies on precise time synchronization.
- 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 rejected while the lockout is active, so wait 15 minutes before trying again.
- Recovery Codes: Use a recovery code to sign in, then reset (disable and re-enable) two-factor authentication from the account Security & Authentication section to generate new recovery codes. Disabling 2FA takes two steps: Request Disable issues a verification link, which on LAN deployments is also listed in the Verifications panel of Dermi Atlas Manager, and opening that link requires a valid authenticator code or recovery code to complete the change.
Related Resources
- Claiming a Team Invitation for the claim procedure and completing a staged change
- Inviting and Managing Team Members for the license owner's side of invitations, removals, and reinstatement
- Atlas Manager Administration for disabling and enabling accounts on the deployment
- Account Security: Two-Factor Authentication and Passwords for two-factor authentication and password recovery