Unable to Login as Admin

When trying to log into your Admin Console via UserVoice Email Authentication, some users may encounter specific errors during the process with common reasons.  If you log-in via SSO and are denied access, you will need to contact your IT team for further support. 

"You do not have the necessary permissions to access this content"

Reason 1: Entering the wrong email address

Solution

• Make sure you are signing in with the email address that the admin invitation email was sent to.
• Double-check you are typing the email address correctly, capitalization does not matter.
  • Note: if your company has updated their domain, it will not automatically update your email here. You will need to manually update your email address. 

Reason 2: You do not have the correct permissions to access the admin console

Solution

• Only admins can access the admin console. You may be attempting to access the incorrect portal. 
  • Contributors are not able to access the Admin Console. Login via the Contributor Extension or Contributor Console.
  • End-Users can only access via the main web portal, example.uservoice.com.
    
    
• If you believe you should have admin access, please contact an account owner who can grant you the correct permissions.
  • NOTE: Any admin can check to see if you have permission to view the Admin Console:
    1. 1. In the admin console, click the icon in the bottom left-hand corner to access your settings. 
       2. Choose "General Settings", then "Users and Permissions".
       3. Search using the user's email.
          
          • • If results are returned, view which permissions they have to ensure access.
            • If the results come back as blank, then they do not have permissions as an admin.
  • To provide a user access to the Admin Console, the admin performing the action will need to have owner-level access.  Follow this article to Add an Admin to your Account.

Reason 3: SSO may be denying access

Solution

• Ask your SSO Admins to review your SSO token.
  • To login using JWT SSO, make sure they pass trusted:true or admin:accept.
  • To login with SCIM, ensure they have enabled the correct license type to your email. 

"Invalid email or password"

Solution

• Make sure you are typing in the correct email and/or password. 
  • Due to privacy, UserVoice Support is not able to verify or provide a temporary password for you.
• If you don't remember having a password or can't remember the password, you will need to set a new password. Follow the Forgot Password process to regain access. 
• If logging in via SSO, you will need to contact your internal IT to help with password troubleshooting. 

Please note that UserVoice Support is not able to provide you access to the Admin Console. Gaining access is granted by an owner on your account only.