Use this for login problems: someone cannot sign in, never got an invite or verification code, lands in the wrong organization, sees the org but not the job, gets asked to re-authenticate in UtilityScout, or their session simply expired after about two weeks (that's normal). The standard path uses an email verification code, not a password, so confirm the person is using their invited work email and that an invite already exists before their first field login.
Fix a sign-in, invite, or access problem
Confirm the user is signing in with the invited work email (not a personal alias unless that is what was invited).
Request a new code with Resend Code, or ask an admin to Resend invite. Check spam and junk folders.
On first invite in the Cloneable web portal, complete Setup your profile (First Name / Last Name) and Sign Up.
On UtilityScout: enter Email address → Login → enter the Verification Code → Verify. Use Resend Code if needed.
If the account belongs to more than one organization, UtilityScout shows an Organization Selection list right after the code is verified. Tap the correct organization (each row shows its logo and name). If the account belongs to only one organization, UtilityScout skips this and signs straight in.
If SSO is enabled for the organization, use the SSO path when the portal shows it.
Wrong jobs or missing data: in the sidebar, click your current organization name to open the switcher. On the Organizations tab, search and click the correct one. On the Teams tab, click the correct team. If the right organization or team is not listed, ask an admin for team assignment and role.
UtilityScout re-auth lock or session ended: if no workflow was running, a full card reads "You've been signed out" with "Your data is safe and saved on this device" underneath - tap Re-authenticate and complete email + code again. If a workflow was running, finish that step first, then tap Sign in on the banner instead. Either way, Log out is also offered if the person would rather sign out completely; it opens the normal logout confirmation, not an immediate logout. Successful sessions last about two weeks unless the person logs out or must re-authenticate sooner.
If something goes wrong
A red error toast appears after tapping an organization on the Organization Selection list: that specific attempt failed, tap the row again to retry. If the person only ever sees one organization and expected more, an admin needs to add their account to the other organization(s).
Re-authentication itself fails: a brief red error message appears, try again. If it keeps failing, contact support, since it can also mean an admin ended that person's session.
Tell us the email domain, whether the issue is web portal or UtilityScout, and whether the person completed Sign Up. Add a job link only if access is object-specific. See What to send.
Important: Still blocked after a fresh invite or code → start from Get help from Cloneable (general chat is fine for access; use Create a ticket if a clear broken login path remains after a valid invite).
Next: set up who can sign in by inviting users and teams. See Invite people, and set up teams.