Common troubleshooting (accounts & login)
Overview
Access issues can be frustrating, but they are often the result of simple technical desyncs or security protocols. This guide provides a rapid-response checklist to help you identify the cause and resolve it without waiting for a support ticket.
1. Rapid Fixes for Common Issues
| If you see... | The cause is likely... | Try this... |
|---|---|---|
| "Invalid Credentials" | Typo or outdated password | Use the Forgot Password link to reset. |
| "Account Locked" | Security lockout (failed attempts) | Wait 15 minutes for the lockout to expire, then reset your password. |
| "Invalid 2FA Code" | Clock desync on your phone | Set your phone's time to Automatic in system settings. |
| "403 Forbidden" | Missing permissions | Contact your organization’s Admin to verify your Role. |
| White Screen / Loading | Browser cache conflict | Open an Incognito/Private window or clear your browser cookies. |
2. Authentication & Email Issues
Two-Factor Authentication (2FA) Problems
- Lost Device: If you no longer have access to your authenticator app, use one of your Recovery Codes during the sign-in process.
- No Recovery Codes? For security reasons, resetting 2FA without codes requires manual identity verification. Please contact support.
Email Reset Link Problems
- Missing Emails: Ensure
@alfrolia.comis added to your "Safe Senders" list. Check your Promotions and Spam folders. - Expired Links: Reset links are valid for 30 minutes. If yours has expired, simply request a new one and delete the old email immediately to avoid confusion.
3. Technical Environment
If the Alfrolia dashboard is behaving unexpectedly, the issue may be localized to your browser:
- Isolate the issue: Try logging in from a different browser (e.g., switching from Chrome to Firefox) or a different device.
- DNS Latency: If you have recently changed your domain settings, remember that global propagation can take up to 48 hours. Use a tool like
digto verify your records are live.
4. Contacting Support
If the steps above do not resolve your issue, our engineers are ready to assist. To speed up your resolution time, please use the following template when reaching out.
Support Request Template
Account Email: [Your Email] Issue Category: [e.g., 2FA Login / Password Reset / Dashboard Error] Time Started: [Approximate time/date] Steps Taken: [e.g., Cleared cache, tried Incognito mode, checked spam folder] Error Message: [Paste the exact text or attach a screenshot]