Fix dashboard sign-in problems – IT Solver Support

This article helps you when you cannot sign in to the IT Solver dashboard. Find the message that the sign-in page shows, then do the steps for that message.

Before you start

Go to dashboard.itsolver.net. If you prefer not to click links in emails, type dashboard.itsolver.net into your browser.
Use the email address that IT Solver or your business owner invited.
Make sure that JavaScript is on in your browser. The sign-in page does not work without it.
Anyone with a dashboard login can do the steps in this article. You do not need a special role.

Messages on the sign-in page

"The email or password is incorrect."

Select Change and check the email address for typing errors.
If you created your login with Google, go back and select Continue with Google. Do not type a password.
If you forgot your password, select Forgot password?. Then follow Reset your dashboard password.

"Verify your email address before signing in."

The dashboard opens only after you verify your email address. When you sign in with an email and password, the dashboard sends a new verification email and shows "We sent a verification email. Check your inbox, verify your address, then sign in again."

Open the verification email. If it is not in your inbox, look in your spam or junk folder.
Select the link in the email.
Go back to the sign-in page and sign in again.
If the link shows Link expired, sign in again with your email and password. The dashboard sends a new link.

If you see "We could not send the verification email", sign in again to try again. If it fails again, contact IT Solver.

"Too many attempts. Wait a few minutes and try again."

Too many incorrect tries stop sign-in for a short time.

Stop and wait a few minutes.
If you are not sure of your password, select Forgot password? instead of trying more passwords.

"Your session ended. Sign in again."

This is normal. For your security, the dashboard signs you out 30 days after you signed in, even if you use the dashboard every day. You also see this message if IT Solver ended your sessions.

The dashboard also signs you out after 14 days without use. You then see the normal sign-in page with no message. Sign in again.

"Sign in with your new email address to finish the change."

You changed your sign-in email address. Sign in again with the new email address.

"Authenticator removed. Sign in to set up a new one."

You removed your authenticator. Sign in again with your email and password. You do not need a code. Before you open services, users, domains or designs, the dashboard asks you to set up a new authenticator. See The dashboard opens the Security page.

"Your authenticator was reset. Sign in and set up a new authenticator."

IT Solver reset your authenticator after you asked for help. Sign in again with your email and password. You do not need a code. Then set up a new authenticator on your phone. If you do not set it up now, the dashboard asks you to set it up when you open services, users, domains or designs.

The page asks for your authenticator code

This is normal. After you add an authenticator, each sign-in asks for its six-digit code. Open your authenticator app, type the code in Six-digit code and select Verify code.

"That authenticator code is invalid or expired. Try a new code."

Open your authenticator app. Wait for a new six-digit code.
Type the new code in Six-digit code and select Verify code.
If you have more than one authenticator, make sure that you chose the correct one in Authenticator.
Check that the time on your phone is set automatically. A wrong phone clock makes the codes wrong.

If you lost or replaced your phone, see I lost the phone with my authenticator.

Your login has an authenticator, but the sign-in did not include its code. Sign in again from the start. When the page asks for the code, type a new code from your authenticator app.

"This account needs an authenticator-app factor."

You can also see "Use an authenticator app to sign in."

Your login has a second factor that is not an authenticator app, for example codes sent by text message. The dashboard accepts codes from an authenticator app only. You cannot fix this yourself. Contact IT Solver to fix your login.

"Authentication failed. Try again."

The dashboard could not complete the sign-in. For example, it could not confirm your authenticator status. This problem is usually temporary.

Wait a few minutes, then sign in again from the start.
If the message stays, contact IT Solver.

"This account has been disabled."

Your dashboard login is turned off. You cannot fix this yourself. Contact IT Solver.

Select Continue with Google again. The Google sign-in page opens in the same tab.
Choose the Google account that has the email address that you were invited with.
If the message shows again, clear your browser cache and cookies. Follow Website isn't loading. How do I clear cache and cookies?

"Sign-in verification is temporarily unavailable. Try again."

You can also see "Secure sign-in is temporarily unavailable."

Wait a few minutes, then reload the page and try again.
If you use an ad blocker or privacy extension, turn it off for dashboard.itsolver.net. Follow Website not loading properly? Disable adblocker.
If the message stays, contact IT Solver.

"Sign in requires JavaScript. Reload and try again."

Turn on JavaScript in your browser settings.
Turn off any extension that blocks scripts on dashboard.itsolver.net.
Reload the page and sign in again.

The page stays on "Signing you in..." or nothing happens

The page can also stay on "Opening Google sign-in...", "Checking account security..." or "Preparing your authenticator...". Do the same steps.

Reload the page.
Turn off your ad blocker for dashboard.itsolver.net. See Website not loading properly? Disable adblocker.
Clear your browser cache and cookies. See Website isn't loading. How do I clear cache and cookies?
Try a different browser, or a private window.

The dashboard opens the Security page

IT Solver requires an authenticator app for some parts of the dashboard. If you do not have an authenticator yet, the dashboard opens the Security page when you open services (for example Microsoft 365 or Google Workspace), users and access, domains or designs. The page shows "Add an authenticator before you continue to this sensitive service."

This is not a sign-in problem. You do not need an authenticator for billing, invoices or to pay an invoice.

In Authenticator apps, select Add authenticator.
Do the steps in Set up an authenticator app for the dashboard.
The dashboard then opens the page that you wanted.

I lost the phone with my authenticator

If you still have the old phone, move the authenticator yourself. Follow Move your dashboard authenticator to a new phone.
If you do not have the old phone, contact IT Solver. Nobody in your business can reset your authenticator, and this includes Owners. Before we help, we check that it is you. See Who can ask IT Solver for changes, and how we check it is you.

You sign in but see "Create your business", "Join" or "Ask for account access"

Your login works, but it is not connected to a business yet. A login alone does not give access to a business.

You see "Ask for account access": your email address is not verified yet. Verify it first. See "Verify your email address before signing in."
You have an invitation: the page heading shows "Join" and the business name, or "Join your businesses" if you have more than one invitation. Select Join account or Join accounts. See Accept an invitation or ask for a new one.
Your invitation expired: select Request a new invitation. IT Solver reviews the request. If it is approved, you get a new invitation.
Your business is already an IT Solver customer: do not select Create business. Ask your business owner to invite you, or contact IT Solver.
You signed in with the wrong email address: select Use another account, then sign in with the email address that was invited.

Examples

You have not used the dashboard for more than 14 days, and it shows the sign-in page. Sign in again. Nothing is wrong with your account.
You created a login, but the dashboard keeps saying to verify your email. Look in your spam folder for the verification email, select the link, then sign in again.
You got a new phone and the authenticator codes are gone. If you still have the old phone, move the authenticator yourself. If you do not, contact IT Solver. After we check that it is you and reset your authenticator, sign in without a code and set up a new authenticator.
You select Domains and the dashboard opens the Security page. You do not have an authenticator yet. Select Add authenticator and set it up. The dashboard then opens your domains.
A staff member signs in and sees "Create your business". They signed in with a different email address from the one you invited. They select Use another account and sign in with the invited address.

Still have a problem?

Tell us the exact message on the sign-in page and the email address that you sign in with. Do not send your password or authenticator codes.

Questions? Email support@itsolver.net or phone 07 3123 6000.