If you're having trouble accessing ALICE, try the tips below. You may need to reach out to the ALICE administrator at your company to restore access.
Issue:
I'm using the correct login credentials but getting an invalid message when I try to login.
Solution:
First, make sure you are logging into the correct ALICE server instance. Your credentials are only valid for the instance in which they were created. If you are not certain which instance you should use, refer to your original ALICE invite email or reach out to your ALICE administrator.
Login pages are as follows:
- US: https://app.a16s.com/login
- Europe/UK: https://uk.a16s.com/login
- Australia: https://au.a16s.com/login
If login issues persist, and you're certain that you are trying the correct instance, use the 'forgot password' button to trigger a password reset.
Issue:
I never received my ALICE invitation email
Solution:
Check your spam folder or other folders for the email. The subject line for the invitation email will always appear as "You've been invited to join [Company Name] on ALICE". If there's still no sign of the email, ask your ALICE administrator to resend the invitation.
Issue:
I received an email invitation to ALICE but your invitation link gives an 'inactive' or 'expired' message.
Solution:
Your ALICE admin will need to go to the admin panel, and select 'resend invitation' to re-trigger your invite code.
Issue:
I am an admin trying to give access to a user, but I don't see an option to resend their invitation.
Solution:
In this case, the user account has already been created, potentially by an ALICE team member during account onboarding. The user will need to go to the appropriate login page and click 'forgot password' in order to gain access to their account.
Issue:
My company uses Single Sign On (SSO) to give access to ALICE and I can't log in, or I am getting an unauthorized message
Solution:
Reach out to your internal IT team for assistance.