What can I do if the user is unable to log in to the InOne panel?
The most common issues include users attempting to use the "forgot password" feature without prior registration and trying to register using an expired link. Please note that users must register for the InOne panel using the most recent link sent to them. If needed, you can resend the invitation via InOne, and users must register using the latest link provided.
My user is locked; what should I do?
After a user enters a certain number (six times) of incorrect passwords, their account is blocked. This is a security precaution against cyberattacks. Users cannot log in to the panel when they are blocked. To log in, they will receive an email to reset their password. They can follow the steps to reset the password.
If the user is locked 3 times consecutively, the account will not be opened for security reasons. You should contact the Insider One team or create a support ticket.
Why does the user get unregistered?
If the user is unregistered, it means they have not registered with the system. The solution is to send a new invitation mail to the user and ensure they register from the last email.
When does the registration invitation mail expire?
For security reasons, email invitations expire after seven days. If this period passes, the user will be unable to register using the previous invitation, but the administrator can send a new one.
If the given access is permanent or temporary for seven days or more, the invitation will expire on the seventh day.
If the given access is less than seven days, the invitation mail will be active during the temporary access period. If you have been given access for three days, your invitation email will expire on the third day.
Can I grant temporary access to the InOne panel?
Yes, you can grant temporary authorization to access the Inone panel. However, once the access period expires, logging into the panel will no longer be possible. Reauthorization will be required to regain access.
How can I extend a user's temporary access?
If the user still has access to the panel, you can extend it by editing their access settings. If the user's status has expired, you can re-invite them to regain access. In this case, they don’t need to register again—they can log in with their existing credentials.
How can I restore my Insider One access?
If your access was revoked from all panels and your account expired as a result, you won’t be able to log in. In this case, you can request a re-invite email from the Administrator of the relevant panel. Once you receive the email, your access will be restored.
Problems with the Invitation
- If your panel admin does not receive an email, it may be because it was filtered into their spam folder. Your firewall may be blocking emails from “http://insiderone.com”. You should add Insider One's domain to the whitelist to prevent potential issues.
- If you have previously deleted a user from the panel, they will be unable to access it, and their authorization will be revoked. However, the user has not been deleted from the Insider One system. When you add the same user through User Management again, the invitation email will not be sent because the user already exists in the system; the role and access will be added to the panel. The user can log in to InOne with their existing password, or, if they forget it, they can set a new one using the "Forgot Password" flow and then log in to their panel.
Problems with the Two-factor Authentication (2FA)
- Users might need to wait a few seconds if the QR code does not appear in the 2FA setup. As Google sends the code, its duration can vary based on the Google network.
- In the 2FA setup, users can use Twilio's Authy tool instead of Google Authenticator. Twilio also allows users to access their codes on a computer when they lose or change their phones.
- We highly recommend that users save their backup codes after setting up two-factor authentication (2FA). They can also log in with these backup codes if they experience issues with two-factor authentication (2FA).
- If users need a new 2FA setup, for example, they change their mobile phone or delete the Authentication app, their panel admin can reset their 2FA setup. Then they can set up two-factor authentication (2FA) on their device. After you reset their 2FA, they should log out of the panel, log in again, and then set up their new 2FA. For further information, refer to How to Reset 2FA.
You should consider that not having two-factor authentication (2FA) makes you vulnerable to cyberattacks; therefore, ensure that the user's password is secure before you reset it.