Access didn't work? Common fixes
Quick troubleshooting steps for when an invitation expires, a password fails, or permissions aren't quite right.
Technology can be stubborn. If you've tried to grant us access to a platform but we let you know we still can't get in, don't worry! It is almost always one of a few common, easily fixable issues.
Quick summary
The most common access issues are expired email invitations, incorrect permission levels (e.g., giving us "Editor" instead of "Admin" rights), or typos in our email address. Review the checklist below to quickly identify and resolve the roadblock.
The access troubleshooting checklist
Beginner 3 minutesIf we ping you to say an access request failed, run through these quick checks.
1. Check the email address
Did you send the invitation to the exact right place? Our primary access email is support@chykalophia.com. If you accidentally sent it to your project lead's personal email (or made a slight typo), the system won't let our central team log in.
- The Fix: Cancel the pending invitation and send a new one to
support@chykalophia.com.
2. Check the permission role
Did you assign us a restrictive role? Often, clients will invite us to WordPress, Google Analytics, or a hosting platform, but select a "Viewer" or "Editor" role out of caution. Unfortunately, we cannot write code, edit server files, or configure APIs without Administrative privileges.
- The Fix: Log back into the platform's user settings, find our account, and upgrade the role to Administrator or Manager (as specified in our platform guides).
3. Resend expired invitations
For security reasons, platforms like Shopify, Google Workspace, and WP Engine will automatically expire an email invitation if it isn't accepted within 24 to 48 hours. If you sent the invite over the weekend, it may have expired before our team could click it.
- The Fix: Go to the user settings in the platform and click the "Resend Invitation" button next to our email address.
4. The Two-Factor Authentication (2FA) loop
If you shared a raw username and password with us (instead of using delegate access), we might be blocked by a 2FA code sent to your phone.
- The Fix: Let us know a specific time you will be at your phone or computer. We will trigger the login on our end, and you can instantly share the 6-digit code with us in ClickUp or via email so we can authenticate the device.
Common questions
Still stuck?
If you've checked these steps and we still can't connect, let us know in ClickUp. We are happy to jump on a quick 5-minute screen-share call to walk through the dashboard with you and get it sorted out together.