→ You are not using the right platform.
Dialog Insight has a platform for Canada and another for France (Learn more).
→ The platform is not operational.
On the support portal home page, the status of the platform is displayed:
→ You are not using the right account code.
If you forgot your enterprise code, you can refer to the email you received when your access was created or write to the support.
→ You are not using the right username.
The user name is not your email. If you forgot your enterprise code, you can refer to the email you received when your access was created or write to the support.
→ You forgot your password.
You can reset your password by clicking "Forgot password?". If you have the admin permissions, you can reset a user's password manually.
→ Your IP address is not authorized by your enterprise.
Your company's configuration does not allow connections from the IP address you are currently using (you are connecting from a new device or location). Contact an administrator of your account to have your IP address added to the list of allowed IP addresses.
→ Your IP address is blocked by the platform.
If none of the previous reasons can explain the situation, it might be that the IP address from which you are trying to log in has been blocked by the Dialog Insight platform due to too many login failures. These unsuccessful login attempts might have been performed by a co-worker on the same network. When this occurs, all users on the same network and using the same IP address are blocked. So if your entire team cannot access the application, this is probably the reason.
To solve this issue, you must contact Dialog Insight and provide us with your IP address (type "what’s my IP" in Google to get it) and confirm that we can unblock it. It is strongly recommended to check if it is really a member of your team who has forgotten the login information and not a security breach (such as a robot trying to log in with different access codes).
→ Your enterprise account is deactivated.
In this case, you need to communicate with an administrator of your account.
→ Your user account is locked.
An account is locked after several login failures. The number of accepted attempts depends on the company's security configuration. For example, if a company has set to lock an account after 3 failed login attempts, a user who enters the wrong password 3 times in a row will no longer have access to the account.
For the account to be unlocked, you have two options:
- You can try to log in again later. This will be possible if your company has opted for the automatic unlock after a given period.
- Contact a user who has admin rights to your account and ask to have your account unlocked.
*Note that the error message displayed will give you an indication of how to proceed.
→ Your access to the account has expired.
A user's access, or a company's, can expire if an expiry date has been set. This is usually done to provide temporary access to a user for a short time, or for a company that will be used for training or demo purposes. Ask an admin to have your access reactivated.