You may see errors when a new user tries to reset their password or sign in to Access TeamSeer.
These usually occur due to incorrect links, pending invites, or account setup issues. To resolve this, follow the steps in the relevant section below.
šNote: You'll need access to Access Evo or My Admin to do this.
Error: 'Page canāt be found'
The error 'page can't be found' or 'HTTP ERROR 404' usually appears when the user is using an incorrect or expired sign-in link. To resolve this:
Ask the user to go to go.accessacloud.com.
To generate a reset email, click Forgot your password?.
š¤Tip: We recommend using Google Chrome for the best experience.
Error: 'Invalid email address or password'
This error usually means the user hasnāt completed their Access Evo setup. To resolve this, follow the steps below in your own Access Evo account.
Go to go.accessacloud.com, then click the Members
icon.Search for the user, then check their status.
If they appear as pending, this means they haven't accepted their invite. You can either ask the user to find the original and accept it, or you can resend the invite.
šNote: If the user doesn't receive the email, ask your IT team to whitelist [email protected].
Error: 'Invalid activation code or invalid account'
This error is less common and usually relates to account setup or sign-in method. To resolve this, check the following:
Confirm the userās email address is correct in My Admin.
If using My Admin:
Search for the user.
Click Change password at the bottom of the page.
If linked to Access Evo:
Users manage their own passwords.
HR managers canāt reset passwords for them.
Ask the user to sign in using:
Clear browser data:
Press Ctrl + Shift + Delete.
Clear cookies and history for all time.