If you’re unable to log in to Rolai or access certain features, use this guide to quickly resolve common issues before reaching out to support.
1. Forgotten Password or Username
Click “Forgot Password?” on the login page and follow the instructions to reset your password.
Check your email (including spam/junk folders) for the reset link.
Make sure you’re using the correct email address associated with your Rolai account. Double-check for typos.
2. Account Not Activated or Registration Incomplete
If you haven’t finished your registration, check your email for an activation link from Rolai.
If you can’t find the email, request a new activation link or contact your admin.
3. Single Sign-On (SSO) Issues
Ensure you are using the correct organization login URL.
Confirm your corporate credentials are authorized for Rolai.
If redirected back to the login screen, try logging out fully and clearing your browser cache before attempting again.
If SSO still fails, contact your IT team to verify your account’s permissions and SSO setup.
4. Browser or Device Issues
Try clearing your browser cache and cookies.
Make sure your device’s date and time settings are correct and set to update automatically.
Attempt to log in using a different browser or device.
5. Role or Permissions Problems
If you can log in but can’t access certain features, your user role may not have the required permissions.
Contact your organization’s Rolai admin to review and adjust your role or feature access as needed.
6. Other Common Issues
Ensure you are not using an unsupported browser.
If you receive an “Access Denied” message, confirm your account is active and you have access to the correct environment (e.g., production vs. sandbox).
Additional Support
If you need any assistance, email support@rolai.com or use the Intercom chat feature in the app for direct help from our support team.