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Login and Access Problems

If you cannot log into Essal Office or are seeing access errors once logged in, the steps below cover the most common causes and fixes.

Forgot Your Password

  1. On the Essal Office login page, click Forgot password?
  2. Enter the email address associated with your account
  3. Check your email inbox for a password reset link
  4. Click the link and set a new password

If the email does not arrive within 5 minutes, check your spam folder. If you still don't receive it, contact your Essal Office administrator — they can reset your password directly.

Correct Password But Still Can't Log In

If you are confident your password is correct but login fails:

  • Double-check there are no extra spaces in the username or password
  • Ensure Caps Lock is not on
  • Try copying and pasting the password from your password manager
  • Try a different browser or an incognito window
  • If your organisation uses a specific login URL, make sure you are on the correct one

"Your account is inactive" Error

Your account has been deactivated. This typically happens when:

  • An admin disabled the account (e.g. during offboarding, accidentally, or by policy)
  • The account was never activated after being created

Contact your Essal Office administrator to reactivate your account.

"Permission denied" When Viewing a Document

You are logged in but cannot access a specific document. This means you have not been granted permission to view it.

  • If you expected access, contact your admin or the document owner and ask them to grant you View permission
  • If you are an admin and still see the error, verify the URL is correct and the document has not been deleted

Locked Out After Too Many Failed Attempts

Some Essal Office configurations lock accounts after a number of failed login attempts. If your account is locked, contact your administrator to unlock it.

Session Expired

If you are automatically logged out while working, your session has expired. Log back in and resume your work. Any unsaved changes to metadata forms may be lost — save frequently if you are editing long metadata entries.

Two-Factor Authentication Issues

If your organisation has 2FA enabled and you are having trouble with your second factor (e.g. lost access to your authenticator app), contact your Essal Office administrator. They can disable 2FA on your specific account so you can log in and re-configure it.

Still Can't Log In

If none of the above resolves the issue, contact your Essal Office administrator with: - Your username or email address - The exact error message you see - Which browser and device you are using