🔍 Overview
If a team member you added to Search Atlas is suddenly blocked at the login page and sees a security error, this is usually caused by one of a few common account or session issues. This article walks you through the most likely causes and how to resolve them quickly.
⚠️ Common Reasons Access Is Blocked
- Session or browser cache conflict: An outdated session cookie or cached data can prevent a successful login.
- Multiple login attempts triggering a security lock: Repeated failed password entries can temporarily lock the account.
- Browser or device incompatibility: Certain browser extensions or outdated browsers can interfere with the login flow.
- Seat or permission change: If the team member's role or seat was modified recently, their access token may have been invalidated.
- Third-party SSO or VPN conflict: A VPN or single sign-on configuration change on the team member's end can block authentication.
🛠️ Step-by-Step Troubleshooting
- Clear browser cache and cookies. Ask the team member to open their browser settings, clear all cached data and cookies, then close and reopen the browser before attempting to log in again.
- Try a different browser or incognito window. Have the team member open a private/incognito window or switch to a different browser (e.g., Chrome, Firefox, Edge) and attempt login from there. This rules out extension or cache conflicts.
- Disable browser extensions. Ad blockers, privacy shields, and security extensions can interfere with the authentication process. Ask the team member to temporarily disable all extensions and retry.
- Check VPN or firewall settings. If the team member is using a VPN or is on a corporate network with a firewall, ask them to disconnect the VPN or switch to a standard network connection and try again.
- Resend the team invitation from the platform. As the account owner or admin, navigate to your workspace settings and locate the team member's entry. Remove their current access and re-invite them using the same email address. They will receive a fresh invitation link.
- Ask the team member to reset their password. On the login page, have the team member click Forgot Password and follow the reset instructions sent to their email. Once reset, they should attempt login again.
- Verify the correct email address is being used. Confirm the team member is logging in with the exact email address they were invited under. A small typo or alternate address will cause a login failure.
✅ How to Re-Invite a Team Member
If the troubleshooting steps above do not restore access, removing and re-inviting the team member is the most reliable fix. Follow these steps:
- Log in to Search Atlas as the account owner or admin.
- Go to the account menu (person icon, top-right) and open Team Members.
- Find the blocked team member and select Remove or Revoke Access.
- Click Add member and enter their email address again.
- Ask the team member to check their inbox for the new invitation email and follow the link to set up access.
🔑 Preventing Future Access Issues
- Encourage team members to use a supported, up-to-date browser such as the latest version of Chrome or Firefox.
- Avoid logging in from multiple devices or tabs simultaneously, as this can create conflicting sessions.
- If your organisation uses a VPN, ensure the team member's network is whitelisted or that they log in without the VPN active.
- After any role or permission change, ask the affected team member to log out and log back in to refresh their credentials.
💬 Still Need Help?
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.