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Login and Access Problems

Use this page when staff cannot log in, cannot see the expected module, or cannot complete an action they should be allowed to perform.

Quick Reference​

SymptomCommon CauseFirst Check
Staff cannot log inWrong account, expired session, or browser issue.Confirm account and retry from the login page.
Module is missingModule disabled or the role does not include access.Check property, module, and exact role code.
Not-authorized message appearsThe page or action requires a different HOME access bucket.Check the role before restarting the session.
Page opens but action is missingStaff has view access but not update access, or assignment is missing.Ask a manager to try the same workflow.
Data appears for the wrong propertyStaff selected the wrong property.Switch to the expected property.

Before You Start​

  • Confirm which product area the staff member is trying to open: HOME, Facility Booking, or Catalogue V3.
  • Confirm whether the issue affects one staff member or multiple staff members.
  • Confirm the staff member is using the expected property.
  • For HOME, confirm the staff member's exact typeOfUser.
  • Ask what exact page or action is blocked.

What To Check First​

  1. Confirm the staff member is using the correct login method.
  2. Confirm the selected property is correct.
  3. Confirm the module is enabled for the property.
  4. For HOME, compare the staff member's exact typeOfUser with the Roles and Access role matrix.
  5. Confirm whether the page expects manager-facing or staff-facing access.
  6. For a sign-in or redirect loop, ask the staff member to refresh, log out, and log in again. For a not-authorized action, keep the active session open and follow the access checks below.
  7. Try a different supported browser if the login page behaves unexpectedly.

Source-Checked Behavior​

  • Staff who open protected HOME pages without an active session are sent back to the login flow.
  • Staff who already have an active session and open the HOME login page are redirected to their default HOME page.
  • Facility Booking staff who already have an active admin session should be sent from the Facility Booking login entry into the facilities list instead of staying on the login page.
  • Recognized manager roles open HOME at /dashboard by default.
  • housekeeping_staff opens HOME at /room-attendant by default.
  • Task attendant roles open HOME at /room-attendant/task by default.
  • Staff who try to open a page that requires a different access bucket see a not-authorized message and are redirected away from that page.
  • Staff who are denied an action during an active session remain signed in and see the server's reason in a global alert; HOME does not start session recovery for that denial.
  • Some sign-in links include single sign-on context. If that context is missing or expired, restart from the property-approved sign-in link.

Troubleshooting​

Staff loops back to login​

What you see: The staff member signs in, but returns to the login page or cannot reach the expected module.

Do this:

  1. Start from the property-approved sign-in link.
  2. Ask the staff member to refresh and sign in again.
  3. Confirm the staff member is assigned to the expected property.
  4. Confirm the module is enabled for the property.
  5. For HOME, confirm the staff member's exact typeOfUser is mapped in Roles and Access.
  6. Try a fresh browser session if the issue continues.

Staff sees not authorized​

What you see: The page rejects the staff member after they try to open it.

Do this:

  1. Check whether the page is manager-facing or staff-facing.
  2. Check the staff member's exact typeOfUser.
  3. Compare the role code with the Roles and Access role matrix.
  4. If the role is Home_DutyManager or Home_MaintenanceManager, treat it as manager access.
  5. Keep the active session open; do not log out only because the action was denied.
  6. Ask a manager to open the same page or action.
  7. Update access only if the staff member should perform that workflow.

Escalate To Support​

Contact support if:

  • Multiple staff members cannot log in.
  • A manager cannot access a module that should be enabled.
  • Access changes do not apply after logging out and logging back in.
  • The issue blocks daily operations.