What should you do when a community admin is unable to log in to the back office?
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Prerequisites
Before going through the verification checklist to identify the issue, make sure that the person attempting to log in to the back office has the role that allows them to do so.
To do this, in Config > Permissions & Roles, look for roles that have the “Access to admin platform” permission and check that the person is listed under “Users with this role”.
Check 1 - URL
Admins must log in via the Admin2 interface, not via the member login page or any other URL. That's why you should first quickly check that you are using the correct admin login URL.
Its format is as follows: https://[your-community-domain]/admin2
We recommend that you verify the URL with other community admins, but also bookmark the correct URL to avoid confusion and prevent this problem from occurring again.
Check 2 - Login details
Please make sure that you are logging in with the correct email address and password. If you're not sure, click on "Forgot your password?" on the login page to reset it and try again.
Don't forget to check your inbox, spam folder or marketing/promotions tabs.
Check 3 - 2FA issues
Two-factor authentication (2FA) is required to access Admin2.
Case 1: The 2FA field does not appear
- The email or password is incorrect
- Reset your password and try again
Case 2: The 2FA field appears, but the code doesn't work
This usually happens when:
- The code is incorrect or expired
- The code is mixed up with another 2FA account
- You changed phones or reinstalled your authenticator app
In this case, a 2FA reset is required. You can then contact our support, specifying the email address of the user concerned. When support resets the 2FA, the next time you log in, a new QR code will appear to reconnect your account to a 2FA app.
We recommend removing the outdated 2FA access from the authentication app to avoid confusion.
Check 4 - Browser
If login doesn't work but no clear error message appears (login loop, page not loading), you can try the following:
- Log in using incognito/private mode. If login works in incognito mode, the issue is almost always caused by browser data or an extension.
- Try a different browser
- Clear cache and cookies
- Disable VPN, proxy, firewall, browser extensions
Check 5 - SSO
If your community uses SSO (SIngle Sign-On), login works differently than for standard admin accounts. As your password is not managed on the community, it has to be created on Admin2.
On your first login, click "Forgot your password?" and enter your admin email address. Set a new password and try to log in again.
Final step
If all checks were completed but the access still doesn't work, you can contact support with the following information:
- Admin email address
- Checks and browser(s) tested
- Whether login works in incognito mode
- Screenshot or screen recording (if possible) to help resolve the issue faster and understand the plaform's behavior