> ## Documentation Index
> Fetch the complete documentation index at: https://docs.elateuk.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Login Troubleshooting: Passwords, Sessions, and Access

> Answers to common Elate login questions — including invitation emails, saving passwords, unexpected sign-outs, and resetting your password.

Getting signed in smoothly is the first step to doing your work in Elate. This page brings together answers to the most common login questions — whether you are logging in for the first time, dealing with an unexpected sign-out, or wondering whether it is safe to let your browser save your password.

<AccordionGroup>
  <Accordion title="I received an invitation email — how do I log in?">
    When your organisation adds you to Elate, you receive a welcome email containing everything you need to sign in for the first time.

    **Steps to log in for the first time:**

    1. Open the **welcome email** sent to you from Elate.
    2. Locate your login credentials:
       * **Username** — this is your email address
       * **Temporary password** — provided in the email
    3. Click the **"Log in here"** button or link in the email, or navigate directly to the Elate login page.
    4. Enter your email address and temporary password on the login screen.
    5. Click **Sign In**.

    <Tip>
      When signing in, tick **"Remember account"** to make future logins quicker and easier on the same device.
    </Tip>

    **Not received the email?**

    * Check your **Spam** or **Junk** folder — automated emails are sometimes filtered there.
    * Confirm with your manager or admin that the correct email address was used when setting up your account.
    * If needed, ask your organisation's admin to resend the invitation.

    <Info>
      Your username is always the email address your organisation used to create your account. If you are unsure which address was used, ask your manager or administrator.
    </Info>
  </Accordion>

  <Accordion title="Should I save my password in my browser?">
    The short answer is: **only if you are on a personal device that no one else uses.**

    When you log in, your browser may prompt you to save your password for quicker access next time. This can be convenient, but it carries real security risks if the device is shared with others.

    **Best practice:**

    * Save your password only on your **own secure, personal device**.
    * Make sure your device has **password protection or biometric security** (such as a PIN, fingerprint, or Face ID) enabled.
    * **Do not** save your password on shared devices, public computers, or any device that other team members use.
    * Always log out of Elate when you have finished a session on a shared or temporary device.

    <Tip>
      For stronger security, consider using a dedicated **password manager** (such as 1Password, Bitwarden, or your device's built-in keychain) rather than relying solely on your browser's built-in password storage. Password managers offer better encryption and more control over your credentials.
    </Tip>
  </Accordion>

  <Accordion title="What do I do if I get signed out of Elate unexpectedly?">
    If Elate signs you out without warning — particularly when you switch browser tabs or windows — the most common cause is **corrupted or outdated browser cookies**. Cookies are small files that keep you signed in and store your session details. When they become corrupted or expire incorrectly, Elate loses track of your session and logs you out.

    The fix is to clear your browser's cookies. Follow the steps for your browser below.

    <Tabs>
      <Tab title="Google Chrome">
        1. Click the **three-dot menu** (⋮) in the top right corner of Chrome.
        2. Go to **Settings** → **Privacy and security** → **Clear browsing data**.
        3. Tick **Cookies and other site data** and set the **Time range** to **All time**.
        4. Click **Clear data**.
        5. Restart Chrome and log in to Elate again.
      </Tab>

      <Tab title="Safari (Mac)">
        1. Click **Safari** in the top menu bar, then choose **Preferences**.
        2. Go to the **Privacy** tab.
        3. Click **Manage Website Data**.
        4. Search for Elate and remove the data related to it, or click **Remove All** to clear all saved cookies.
        5. Restart Safari and try logging in again.
      </Tab>

      <Tab title="Microsoft Edge">
        1. Click the **three-dot menu** (⋯) in the top right corner of Edge.
        2. Go to **Settings** → **Privacy, search, and services**.
        3. Under **Clear browsing data**, click **Choose what to clear**.
        4. Select **Cookies and other site data**, then click **Clear now**.
        5. Restart Edge and log in to Elate.
      </Tab>
    </Tabs>

    After clearing cookies and restarting your browser, log back into Elate. If the problem continues, contact your organisation's admin or reach out to Elate support.
  </Accordion>

  <Accordion title="How do I reset my password?">
    If you have forgotten your password, or you have been given a temporary password that you want to replace, you can reset it directly from the Elate login page — no admin action required.

    See the full step-by-step instructions on the [Reset Password](/account/resetting-password) page.
  </Accordion>
</AccordionGroup>