Why Can't My User Log In?

1. Troubleshooting Steps — In Order

Wrong credentials: Confirm the email or phone number on file. Settings → Users → find them → check which email or phone is registered. They may be using a personal email when a positional shared email was set up.

Wrong password: Have them tap Forgot Password on the login screen — a reset link goes to their email. Or: Settings → Users → three dots → Update Password to set it directly.

Account doesn't exist: Search for them in Settings → Users. If they don't appear, the account was deleted or never created. Re-invite them.

Wrong workspace URL: If your organization has a custom workspace URL, confirm they're logging in at the right address.

App needs an update: On mobile, if login fails with no clear error, check whether the Xenia app has a pending update on their device.

Still failing: Contact Xenia support with the user's email address and workspace name. Include a description of the error message they're seeing.