## **🔍 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**

1. **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.
2. **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.
3. **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.
4. **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.
5. **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.
6. **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.
7. **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:

1. Log in to Search Atlas as the account owner or admin.
2. Go to the account menu (person icon, top-right) and open **Team Members**.
3. Find the blocked team member and select **Remove** or **Revoke Access**.
4. Click **Add member** and enter their email address again.
5. 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.