Articles on: Troubleshooting

I can't log in

Troubleshooting Login Issues

If you're experiencing difficulties logging in to your DealRoom account, we understand how frustrating that can be. We're here to help!

Here are some solutions to common login problems:
Reset Password
Resend Invite
Resend Authenticator Codes
SSO Login

Solution 1: Reset Password

If you have forgotten your password, you can easily reset it.

Go to the login screen and click on Forgot Password.

In the new window, enter your email address associated with your DealRoom account.
You will receive an email with a link to reset your password.
Follow the instructions in the email to set a new password for your account.

Tip: For more info on how to reset your password, you can reference this article: How do I reset my password?

Solution 2: Resend Invite

If you haven't received an invitation to join DealRoom or your invitation has expired, you can ask an admin to resend the invite.

An admin can resend the invite by going to the People tab in the left sidebar or the Permissions tab from the top.
Search for your name from the list and click the Resend button next to your name.
If you're not receiving the invitation, please check your spam folder to ensure it didn't get filtered there.
Please note that the initial link to set up the account will only work once, and then you should log in directly from using the login button in the upper right. You can then set up 2FA from the Security settings for future use.

Note to Admins: If their name isn't shown this means the invite hasn't been sent. If their name is shown and there is no resend button, this means they've already registered using the invite. In this case, we suggest they reset their password or if it's an issue with authenticator codes, see #3 - Resend Authenticator Codes.

Tip: For more info on how to resend an invite, see this article: The person I invited did not receive their invitation. What do I do?

Solution 3: Resend Authenticator Codes

If you're encountering issues logging in due to the authenticator feature, this means the admin of the room has enabled it for added security.

Contact the admin of the room and request their assistance in generating recovery codes for you.
As an admin, please reach out to support, letting us know that you approve recovery codes to be generated for the user in question..
Our DealRoom team will generate the codes and send them to you (the user) via email.
Use the recovery codes to log in, reset your two-factor authentication settings, and save the recovery codes for future use.

Tip: For more info on how to set up 2FA, see this article: How do I set up two-factor authentication?

Solution 4: SSO Login

If you're having trouble logging in using Single Sign-On (SSO), it's possible that SSO is not set up for your email address.

Please log in with your password instead of choosing the SSO login option.
If SSO is enforced to log in, please contact your businesses IT team to make sure your email is set up to log in to DealRoom with your company's SSO credentials
If you continue to experience issues, reach out to our support team for further assistance.

If you've tried these solutions and are still unable to log in or if you have any additional questions, please don't hesitate to reach out to our support team. We're here to help you get back into your DealRoom account as quickly as possible.

Relevant Articles:

I can't view a file, folder, or request
How do I set up two-factor authentication?
The person I invited did not receive their invitation. What do I do?
How do I reset my password?

Updated on: 20/06/2023

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