Where: the web portal sign-in page, or UtilityScout, on the phone.
When you finish: the person is signed in to the right organization and team, or you know exactly what to tell us.
What you see
Someone cannot sign in, never got an invite or a code, lands in the wrong organization, sees the organization but not the job, or UtilityScout asks them to sign in again.
Cloneable signs people in with an emailed code, not a password. Sessions last about two weeks, so being asked to sign in again after that is normal.
Symptom | Fix |
No invitation or no code arrives | Check spam and junk. Confirm they are using the invited work email, not a personal alias. Use Resend Code on the sign-in screen, or ask an admin to resend the invite. Two different senders are involved: the invitation comes from cloneable.ai, the code from our sign-in provider, so allowlisting one is not enough |
First sign-in on the web | Complete Setup your profile (first and last name) and Sign Up |
First sign-in on the phone | Enter the email, tap Login, enter the code, tap Verify. If the account belongs to more than one organization, a list of organizations appears; tap the right one |
Wrong jobs, or missing data | In the web sidebar, click your organization name to open the switcher. Pick the right organization, then the right team. If the right one is not listed, an admin needs to add them |
UtilityScout says You've been signed out | Tap Re-authenticate and enter email and code again. Mid-step, a slim banner appears instead: finish the step, tap Done, then Sign in. See When UtilityScout asks you to sign in again |
Your organization uses SSO | Use the SSO option when the portal shows it |
If that did not work
Tell us: the email domain; web portal or UtilityScout; whether the person completed Sign Up; a job link only if the problem is object-specific. Send it from Get help from Cloneable. A red error after tapping an organization means that one attempt failed; tap the row again. If re-authentication keeps failing, an admin may have ended that person's session.
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