Most failed sign-ins come down to 1 of 5 causes. Work through them in order; each takes under a minute to check.

You are on the wrong login page

Cause. HQ Admin and Retail Admin (the staff tablet) have separate logins and separate accounts.

Fix. HQ users sign in at https://<platform domain>/hq-admin; store staff at https://<platform domain>/retail-admin-web/login.

Your email address is not registered

Cause. Only addresses added under Company Settings → Platform Set-up (HQ) or uploaded under Retail Admin Set-up (stores) can sign in.

Fix. Ask your Admin to check the address, then add it if it is missing.

Your invitation link has expired

Cause. The link in the new-user email is valid for 24 hours.

Fix. Select Forgot password on the login page and follow the emailed steps.

The password is rejected

Cause. A mistyped or outdated password, or a stale browser session.

Fix. Reset it with Forgot password. If it still fails, clear the browser cache or try an incognito window.

You see Access Denied instead of the login page

Cause. Your IP address is not on the platform's allowed list.

Fix. See I see an Access Denied error.

If none of these resolves it, email support@personalisationhub.com with your platform domain and the email address you are using.