# I can't sign in to the platform

> Work through the 5 most common reasons a Personalisation Hub sign-in fails, from the wrong login page to an expired invitation link.

FAQ · Company Set-up & Users · Last updated 17 September 2026

URL: https://personalisationhub.com/support-centre/company-set-up-and-users/i-can-t-sign-in-to-the-platform/

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](https://personalisationhub.com/support-centre/company-set-up-and-users/add-hq-admin-marketing-and-helpdesk-users/) 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](https://personalisationhub.com/support-centre/company-set-up-and-users/i-see-an-access-denied-error/).

If none of these resolves it, email [support@personalisationhub.com](mailto:support@personalisationhub.com) with your platform domain and the email address you are using.

## Related

- [Sign in to the Retail Admin site (no SAML/SSO)](https://personalisationhub.com/support-centre/company-set-up-and-users/sign-in-to-the-retail-admin-site-no-saml-sso/)
- [Step 4 — First login and platform set-up](https://personalisationhub.com/support-centre/platform-installation/step-4-first-login-and-platform-set-up/)
- [Troubleshooting index](https://personalisationhub.com/support-centre/troubleshooting/troubleshooting-index/)