Why am I unable to login to Atom or Pathway?

1. Incorrect Password

• Passwords are case-sensitive and must match exactly.
• Resolution: If you’ve forgotten your password, you can reset it by following the appropriate article:
  • Password reset for Pathway
  • Password reset for Atom

2. Incorrect Username

• Usernames are case-sensitive, so ensure you’re entering them correctly.
• Resolution: If you’re unsure how your username was set up, confirm with an Admin user in your organization. They can verify the correct username for you.

3. Incorrect Login URL (Pathway Only!)

• Due to the system’s hierarchy, users may have access to multiple accounts, leading to confusion about the correct login URL.
• Resolution:
  • Check your original setup emails for the correct login URL.
  • The format typically includes your company name, such as acme.jt.eco for the ACME company.

4. Disabled or Suspended Account

• If your account is disabled, you won’t be able to log in.
• Resolution:
  • Confirm with an Admin user within your business to ensure your account has not been disabled. They can re-enable your account if necessary.
  • Important: We cannot re-enable your account from our side unless we receive written permission from an Admin user in your organization.

Other Common Login Issues

1. Browser or Device Problems

   • Clear your browser’s cookies and cache or try a different browser. The system works best with Chrome.
   • Ensure your device’s date and time are correct.

2. Network or Security Issues

   • Check your internet connection.
   • Disable overly restrictive firewalls or antivirus temporarily.

3. Two-Factor Authentication (2FA) Problems (if configured)

   • Ensure your 2FA code is entered correctly.
   • Verify your authenticator app or SMS setup.

4. Third-Party Login Services (if configured)

   • If using services like Google or SSO to log in, ensure their accounts are active and permissions are granted.

If you’re still unable to log in, contact your organization’s support team or the website’s customer service for further assistance. Let me know if you’d like help with any specific scenario!