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Login and Access Issues

Access problems come down to one of three things: the password, your role, or the browser session. Working through the checks in the order below covers almost every case.

If you still cannot get in, an administrator at your firm can help, and where that fails, Contacting Support.

You cannot sign in​

  • Check caps lock, and check you are typing the address as it was set up. A work address and a personal address that look similar is a common cause.
  • Use the reset password link rather than guessing further. Repeated incorrect attempts trigger most lockouts.
  • Wait a few minutes and try again where you have already tried several times. Lockouts are temporary, and continuing to retry extends them.
  • Request a new link rather than reusing an older one. Reset links are single use, so the second click on a link you already used fails even though the link looks fine.
  • Request it and then open the newest email, since requesting twice leaves two links with only the latest valid.
  • Copy the whole link into the address bar if your email client has wrapped it across lines. A wrapped link usually fails at the point the line broke.
  • Open it in the browser you will sign in with, because the flow depends on the browser holding the session from the request.
  • Check the link has not expired. Reset links are time limited, and the limit is configured rather than fixed. An old email will not work no matter how many times it is clicked.

You are signed in but cannot see something​

This is almost always the role rather than a fault.

  • Your role controls which areas and actions are available. A section that is missing from the navigation is usually hidden because your role does not include it.
  • Some areas are restricted by design. Suspicious matter data sits in the AMLCO Only group and does not appear for other users at all, so its absence for a non-AMLCO user is correct behaviour rather than a permissions problem to fix.
  • Ask an administrator to check your role, which is held per user at Team Members, under People and Training. See Roles and permissions for what each role includes.

You keep getting signed out​

  • Sessions end after a period of inactivity, and that period is configured for the platform rather than fixed in the product. Long gaps between actions are the usual cause.
  • Avoid private or incognito windows if you want to stay signed in, since these discard the session when the window closes.
  • Check your browser is not blocking cookies for the site. Blocked cookies break the session rather than the sign-in, which is why the symptom is being returned to the sign-in page rather than a rejected password.
  • Check whether a colleague is being signed out at the same time. If it affects everyone, it is a session configuration matter for your administrator rather than your browser.

Security​

Never share your login. Every action in Duely is recorded against the user account that performed it, so a shared account makes the firm's audit trail wrong as well as being a security problem. Where a colleague needs access, they need their own user.