--- title: "Admin Guide: Helping a Teammate Who Can't Sign In 🔑" description: Help get a team member logged in with these troubleshooting steps. --- [Skip to content](https://support.haystackteam.com/en/admin-guide-helping-a-teammate-who-cant-sign-in-#main-content) [![Logo (Black Text)-1.svg\]](https://support.haystackteam.com/hubfs/Logo%20(Black%20Text)-1.svg)](https://support.haystackteam.com/en?hsLang=en) Open main navigation Close main navigation - [Contact Support](https://support.haystackteam.com/en/customer-support-submit-a-ticket) [Contact Support](https://support.haystackteam.com/en/customer-support-submit-a-ticket?hsLang=en) Hi there, how can we help? - There are no suggestions because the search field is empty. 1. [Help Desk](https://support.haystackteam.com/en?hsLang=en) 2. [Troubleshooting](https://support.haystackteam.com/en/troubleshooting?hsLang=en) 3. [Trouble Logging In](https://support.haystackteam.com/en/troubleshooting?hsLang=en#trouble-logging-in) # Admin Guide: Helping a Teammate Who Can't Sign In 🔑 #### **When someone on your team can't get into Haystack, you can usually sort it out in a few minutes from the Admin Console. Here's what to check, in order.** 📌 Friendly heads up: This tutorial and the steps below are for ***Workspace Admins***. > **Step 1: Find them in Manage People** > > 1. Click the arrow next to your name or photo in the top right, then select **Admin Console**. > 2. Open **Manage People**. > 3. Search for the person by name or email and note which tab they're on: **Active**, **Unclaimed**, or **Deactivated**. > > > > **Step 2: Match what you see to the fix** > > - **Not listed at all:** they haven't been added yet. Click **Invite User**, or add them through your HRIS, SSO or CSV import. ***If you use an HRIS or SCIM integration, the fix belongs there, not in Haystack***. > - **Unclaimed:** they've been invited but never signed in. Double-check the email for typos, then use **Send Reminders** to send a fresh invite. > - **Deactivated:** they can't sign in until you click **Reactivate**. If you use an HRIS sync (Paychex, ADP, etc.), check that the person doesn't have a second, inactive record with the same email. One inactive record can deactivate the whole account. > - **Active, but no code arrives:** go to Step 3. > > **Step 3: When the login code or invite never arrives** > > 1. Have them wait the full 15 minutes and check spam, junk and quarantine folders. The email is from **notifications@haystackteam.com** with the subject **"Your Login Code and Link."** > 2. Ask your IT team to safelist our sending domain and IPs using [Safelisting Emails from Haystack](https://support.haystackteam.com/en/safelisting-haystack-emails?hsLang=en). > 3. If IT confirms nothing is blocked and it still doesn't arrive, the address may be on our email provider's suppression list after an earlier bounce. Only our Support team can clear this, so send us a ticket with the details below. > > **Step 4: Fixing a typo in someone's email** > > In **Manage People**, find the user, click **Edit Email**, save, then refresh the page to confirm the change stuck. ***If you use SSO, SCIM or an HRIS sync, update the email there too, or the next sync will change it back***. > > **Other sign-in options to suggest** > > - If your workspace uses Google, Okta or Microsoft sign-in, they should use that button instead of the code. Issues there go to your IT team, since we can't see your internal credentials. > - On mobile, they should enter your workspace URL first: **yourcompany.haystack.so/login**. > > **Still stuck? Fill out [THIS FORM](https://support.haystackteam.com/en/customer-support-submit-a-ticket?hsLang=en) and we'll take it from there.** > > - Your workspace name > - The person's full work email (exactly as entered in Haystack) > - Which tab they're on in Manage People (Active, Unclaimed or Deactivated) > - How they're trying to sign in (one-time code, Google, Okta, Microsoft, mobile app) > - Whether IT has confirmed nothing is being blocked > - A screenshot of any error message > > Or email us directly at **support@haystackteam.com** with the above details and we can help! - [Haystack Basics](https://support.haystackteam.com/en/haystack-basics?hsLang=en#main-content) - [Profile](https://support.haystackteam.com/en/haystack-basics?hsLang=en#profile) - [Notifications](https://support.haystackteam.com/en/haystack-basics?hsLang=en#notifications) - [Mobile App](https://support.haystackteam.com/en/haystack-basics?hsLang=en#mobile-app) - [Workspace Navigation](https://support.haystackteam.com/en/haystack-basics?hsLang=en#workspace-navigation) - 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