Sign-In Problems

Overview

Most sign-in trouble is one of four stories: the wrong surface, an SMS that didn't come, an MFA snag, or an account that doesn't exist where you're looking. The fastest fix is knowing which story you're in.

1. The wrong-surface trap (the most common)

PreStartGo has two sign-in worlds, and credentials from one mean nothing to the other:

"No such user" on the console with an operator's phone-based identity — or "wrong password" confusion in the app, which has no passwords at all — both mean you're at the wrong door. One person doing both jobs holds two identities, signed in separately. See Signing In and MFA.

2. The SMS code never arrives (mobile app)

In order of likelihood:

• The number on your licence isn't this phone's number. The licence's number is the identity — one digit out and the code goes elsewhere. Your admin verifies it in a minute.
• No licence exists yet. Operators aren't invited by email; an admin creates a licence against their number first. See Inviting Your Team.
• Coverage or carrier lag — codes can take a minute on congested networks; move to better signal and retry rather than hammering resend.

3. MFA trouble (console)

• Blocked with "MFA required" — you're an Account Owner or Administrator who hasn't finished enrolment; completing it lifts the block immediately.
• Authenticator codes rejected — the phone's clock has drifted; set date and time to automatic, and check you're reading the PreStartGo entry in the app.
• Lost phone / lost authenticator — your organisation's Account Owner resets it in the console: Users → your name → Reset MFA. You're signed out everywhere and set MFA up again at your next sign-in. Only the Account Owner's own reset goes through support, as an identity-verified reset that is deliberately not self-service.

4. Invited, but can't get in (console)

• Invite email never arrived — spam filters and typos; an Administrator re-sends from the Users page.
• Invite link expired or already used — ask for a fresh invite.
• "This company's account is suspended" or "isn't available" — the inviting organisation's account is suspended, or PreStartGo has disabled it. Nothing was created and your invite stays open: once the account is back, open the same link again. See Inviting Your Team.
• Signed up with a different email than the invite went to — the account is the address the invite named.

Corporate single sign-on

Single sign-on for the console is coming, and isn't switched on yet: today every console user signs in with email, password and MFA, so the fixes above apply to everyone. See Single Sign-On.

Troubleshooting