Troubleshooting
Sign-in Code Rejected or Entered as a Password
- Wrong password: Check the field label. A six-digit email code belongs in Six-digit code, not Password. If you chose password sign-in, click Use an email sign-in code instead, then I already have a code.
- Only a password form is visible: Open Neptune sign-in again and refresh the page. If no email-code option appears, contact Neptune support for help. Do not keep trying the code as a password.
- Invalid or expired code: Request a new code and use the newest email. Codes expire after 10 minutes and cannot be reused after successful sign-in.
- No email arrives: Check the address, spam folder, and whether your administrator has enabled your account. Seeing the code-entry screen does not confirm that an email was sent.
- Too many attempts: Wait a moment before requesting a new code and trying again.
- Network problem: Check your connection and try again.
Follow the code sign-in steps or the invitation steps.
User Can’t Log In
Check:
- Is the account enabled? (No “Disabled” tag in the table)
- Is the email address correct?
- Are they signing in to the web app or the mobile app?
- For web sign-in, did they receive the six-digit code? (Check spam folders)
- Is the code less than 10 minutes old and unused?
- For a new account, are they entering the email address that received the welcome code?
- For a new Contractor, did they complete mobile password setup from the welcome email?
- For mobile sign-in, are they using the password they created during setup?
Solutions:
- Re-enable the account if it’s disabled
- Verify the email address is correct
- Request a new web sign-in code if the previous code expired or was used
- Send a password reset email when a Contractor needs help with their mobile password
- Check that your email service is working properly
Can’t Add New Users
Check:
- Have you reached your seat limit? (Check the seat counter at the top)
- Are you trying to add the right type of user? (Regular vs. Contractor)
- Do you have admin access?
Solutions:
- Disable an unused account to free up a seat
- Upgrade your plan to get more seats
- Contact your administrator if you don’t have access
User Not Receiving Emails
Check:
- Is the email address correct?
- Are emails going to their spam/junk folder?
- Is their email service blocking automated emails?
Solutions:
- Verify the email address in the user’s details
- Ask the user to check spam folders
- Ask the user to whitelist emails from Neptune
- Request another sign-in code or send a password reset email for a Contractor’s mobile password
User Appears in Wrong Dropdown Lists
Check:
- Is “Can have customers” enabled? (If they should appear in consultant lists)
- Is their role correct?
- Is their account active?
Solutions:
- Edit the user and check/uncheck “Can have customers” as appropriate
- Verify they have the correct role assigned
- Ensure the account is enabled
Changes Not Taking Effect
Solutions:
- Ask the user to refresh their browser
- Ask the user to log out and log back in
- Check that you clicked “Save” after making changes
- Clear browser cache if issues persist
Cannot Change Email Address
Check:
- Did you click through the confirmation modal?
- Is the new email address valid?
- Does another user already have that email address?
Solutions:
- Try again and confirm in the modal
- Check the email format is correct
- Choose a different email address if there’s a conflict