Use this article to fix sign-in problems: missing emails, passwords that don't work, single sign-on (SSO) issues and unexpected sign-outs. It is for all users and the admins who help them.
Every sign-in starts with your work email on the Sign In page, followed by your password, a one-time code or your organization's single sign-on. For step-by-step instructions, see Signing In & Your Account.
I didn't get the one-time code or reset email
Check your spam, junk and promotions folders.
Check that you typed your email correctly.
Wait a minute, then click Resend Code or Resend code.
Ask your IT team to allow emails from [email protected].
Note: Password reset emails are limited per hour and per day. If you requested several in a row, wait an hour and try again. SSO users do not get reset emails, because their password is managed by their organization.
My reset code doesn't work
Codes expire after 15 minutes. Request a new one and use only the newest code.
Click the link in the email instead of typing the code.
Your new password needs 8 to 30 characters, with an uppercase letter, a lowercase letter, a number and a symbol. It cannot be one of your last 5 passwords.
My temporary password doesn't work
Temporary passwords come in the welcome email ("Your Account is Ready") and are valid for 30 days.
Click the link in the welcome email instead of typing the password, or copy and paste it without extra spaces.
Make sure you use the email address the invitation was sent to.
If the temporary password expired, Forgot Password? cannot help: you get an "Account Expired" email instead. Ask your organization admin to open your user under Users and click Reset Password. You will get a new welcome email.
I see "Account Setup Required"
You can sign in, but your account is not set up in any organization yet. Contact your organization's administrator to add you.
I can't sign in anymore
Your account may have been archived. Ask your organization admin to unarchive it.
If you left your only other organization by mistake, an admin of that organization has to add you again.
If your organization moved to SSO, use Continue with Email and your work account.
I'm stuck in a sign-in loop
Open a private or incognito window and try again.
Clear cookies and site data for CustoMED.
Turn off browser extensions such as ad blockers, then retry.
SSO sign-in doesn't work
Make sure you use your organization-managed work account. If asked to choose an account, pick your work account.
If you typed the wrong email, click Use Another Email.
If your IT team blocks new apps, ask them to approve CustoMED.
I want to use a password, but my organization uses SSO
Your organization decides this. Contact your organization admin, who can ask CustoMED to change the setup.
I don't have an account
You cannot sign up on your own. Ask your organization admin to add you, or contact the CustoMED team.
I was signed out
You stay signed in for up to 12 hours. After that, or if your session ends for security reasons, a sign-in window opens over the page you were on. Sign in again to continue. Changes you had not saved or confirmed are lost, so click Save before you step away.
Still stuck?
Contact the CustoMED team with your email address and organization name. See When to Contact CustoMED Support.