The symptom
Someone cannot sign in to the app or the admin panel.
Quick checks
Same login for both. The app and the admin panel use the same email and password. There is no separate app account.
Have they accepted their invite? A person who never followed the invite email to set a password has no account yet.
Full diagnostic
Confirm their account is active. A deactivated user cannot log in. Reactivate them under Team > Team Members if they should still have access.
Confirm the invite was completed. If they never set a password, resend the invite so they can finish setting up.
Check the email is right. Logging in with a different address from the one they were invited on will not work. Confirm the exact email on their team record.
Reset the password. If they have forgotten it, use the forgot-password link to send a reset.
Check two-factor if enabled. If two-factor is on, they need the current code as well as the password.
Check the subscription. If the business subscription has lapsed or the trial has ended, access can be blocked until billing is sorted. See I hit a limit or got a payment prompt.
Related
For signing in, switching accounts, and resetting a password, see Logging In and Troubleshooting Access.
When to contact support
If the account is active, the invite is complete, the email is correct, and the subscription is fine, and they still cannot get in, contact us at support@paddl-ai.co.