Login Issues

Use this page when you cannot sign in, cannot create an account, do not get a code, or see a page that says you have no access. Each heading is the problem or the message you see.

"Invalid credentials"

Why it happens: The email address or the password is wrong.

How to fix it:

1. Check that you typed the email address you use for Prism.
2. Check that Caps Lock is off.
3. Click the eye button in the Password field to see what you typed.
4. Try again. If you still cannot sign in, click Forgot password?.

What to check next: see I forgot my password below.

"Email and password required"

Why it happens: One of the two fields on the sign-in page is empty.

How to fix it:

1. Fill in Email Address and Password.
2. Click Sign In.

What to check next: if the page shows Server error, wait a moment and try again. If it keeps happening, email support.

I forgot my password

Why it happens: You cannot remember your password. You can reset it yourself.

How to fix it:

1. Click Forgot password?

   On the sign-in page, click Forgot password? next to Remember me. The Reset your password box opens.

2. Ask for a code

   Type your Email address and click Send code. You see "If an account exists for that email, we've sent a 6-digit code to it."

3. Enter the code and a new password

   Type the code in Verification code. Type a new password of at least 6 characters in New password and Confirm password.

4. Click Reset password

   You see Password updated — sign in with your new password. Then sign in.

What to check next: Prism gives the same answer whether or not the email has an account. If no code arrives, check that you typed the email you use for Prism. Full steps: Reset a forgotten password.

My verification code does not work

You may see one of these messages when you type a 6-digit code. This applies to sign-up, sign-in, password reset and password change.

What to check next: if you asked for several codes, only the newest one works. Delete older code emails to avoid mixing them up.

No code email arrives

Why it happens: The email may be in your spam folder, or it may take a minute. Sometimes Prism cannot send it. Then you see "Could not send the verification email. Please try again later."

How to fix it:

1. Check your spam or junk folder. The subject looks like "123456 is your Prism verification code".
2. Wait 60 seconds. Then click Resend code. Until then the link shows Resend code in 45s (counting down).
3. If you click too soon, you see "Please wait 30s before requesting another code". Wait, then try again.
4. If you saw "Could not send the verification email", try again in a few minutes.

What to check next: check that the email address is spelled correctly. On the reset box, click ← Change email to fix it.

Prism asks me to verify my email

Why it happens: New accounts must confirm their email with a 6-digit code. If you clicked Later after sign-up, your account is not active yet. When you sign in, the Verify your email box says "Your email isn't verified yet. We sent a 6-digit code to … — enter it to finish signing in."

How to fix it:

1. Open the newest email from Prism.
2. Type the code in Verification code.
3. Click Verify email. You see Email verified — signing you in….

What to check next: if the code fails, see My verification code does not work.

"Temporary or disposable email addresses can't be used"

The full message is "Temporary or disposable email addresses can't be used. Please sign up with your work or personal email."

Why it happens: Prism blocks throwaway email services. Prism must be able to send codes and invites to a real inbox.

How to fix it:

1. Use your work email or a personal email you check often.
2. Click Create Account again.

What to check next: use the same email your admin knows, so your projects link to your account.

"The email domain … can't receive email"

The full message is 'The email domain "…" can't receive email. Please check the address.'

Why it happens: The part after the @ does not look like a domain that can receive mail. Often it is a typing mistake, such as "gmial.com".

How to fix it:

1. Check the spelling of your email address.
2. Fix it and click Create Account again.

What to check next: if the address is correct, ask your IT team whether your domain can receive email from outside.

"User already exists" or "already registered"

You may see:

• "User already exists"
• "An account with this email or mobile number already exists"
• "This email is already registered but not verified yet. Enter the code we sent to your email."

Why it happens: An account with this email, or this contact number, already exists. You may have signed up before. Or an admin may have invited you, which creates an account for you.

How to fix it:

1. For "already registered but not verified", enter the new code in the Verify your email box.
2. For the other two, go to the sign-in page and sign in.
3. If you do not know the password, click Forgot password?.
4. If the contact number is the problem, use a different number.

What to check next: see Create your account.

Other sign-up errors

"Your session has expired after 8 hours"

Why it happens: A sign-in lasts 8 hours. The time counts from when you signed in, even if you keep working. This also happens when you come back to an open tab later, for example after your laptop was asleep.

How to fix it:

1. Sign in again on the sign-in page.
2. Carry on where you were. Your data is safe.

What to check next: Remember me only fills in your email. It does not make your sign-in last longer. See Your account.

I was invited but have no password

Why it happens: When an admin invites a new person, Prism emails them a temporary password. The subject is "You've been added to … on Prism". Sometimes the email cannot be sent. Then the admin sees "… was added, but the notification email couldn't be sent."

How to fix it:

1. Look for the invite email, including in spam. Click Sign in & change password.
2. If there is no email, go to the sign-in page and click Forgot password?. Use the email your admin added. Prism sends you a code to set a password.

What to check next: if you already had a Prism account, the invite has a Sign in to Prism button. Use your usual password.

"You're signed in with a temporary password"

Why it happens: You signed in with the temporary password from an invite. Prism opens a box called Set your password so you can choose your own.

How to fix it:

1. Type a new password twice. It needs at least 6 characters.
2. Click Send code, then enter the code from the email.
3. Click Update password.

What to check next: you can click Later, but the box comes back each time you open Prism. See Change your password.

Change password errors

Change password also needs an emailed code. If the code fails, see My verification code does not work. Full steps: Change your password.

Password rules

Edit profile errors

Your email and role are greyed out. Only an administrator can change them. See Edit your profile.

"You don't have access to this page"

The page also says "You need admin or owner access on at least one project to open this panel." It shows which email you are Signed in as.

Why it happens: You tried to open the Client panel, but you are a viewer on all your projects. The Client panel (Team, Project settings, Keyword Setting) is for admins and owners only.

How to fix it:

1. Click Go to Prism to go back to your reports.
2. If you signed in with the wrong email, click Sign in with a different account.
3. If you need admin access, ask your project owner.

What to check next: read Roles and permissions.

"No projects assigned yet"

Why it happens: You see this in the Client panel when your account is not linked to a project yet. The message says "Ask your admin to add you to a project."

How to fix it:

1. Ask your admin to add you on the Team screen.
2. Sign in again after they add you.

What to check next: Prism emails you when an admin adds you. See Team members.