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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 role does not include access.Check property and role.
Not-authorized message appearsPage requires a different role.Check whether the page is manager-only or staff-facing.
Page opens but action is missingStaff has view access but not update access.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.
  • 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 staff role should include the module.
  4. Confirm the module is enabled for the property.
  5. Ask the staff member to refresh, log out, and log in again.
  6. 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.
  • Staff who try to open a page that requires a different role see a not-authorized message and are redirected away from that page.
  • 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. 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 requires manager access.
  2. Check the staff member's role.
  3. Ask a manager to open the same page.
  4. 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.