Troubleshooting a platform access problem
The Cenareo platform is available online from any device, every day, 24 hours a day and requires personal login credentials consisting of an email and password. (Note that the password may not be useful if you are using a Single Sign-On authentication system)
The problems below are common.
Unable to connect
The platform may refuse access for - mainly- one of these 3 reasons:
- Incorrect (or forgotten) credentials
Simply re-set your password using the reset page.
⚠️ This is the most common scenario
- Inactive account
This can happen when you create a new account or if you have recently been invited by a fleet manager. Simply use this activation page. (An email will be sent to you to set your password).
⚠️ This scenario when creating new users.
- Account blocked
This can happen if your organisation has implemented an advanced security system: access to the account will be blocked after too many incorrect login attempts. In this case, the only thing you can do is wait until the blocking ends (automatic).
Activation or re-set email not received
First check your spam folder, which may contain the email in question. Note that it may take up to 5 minutes before the email is actually received. Also check to make sure you do not have any filters enabled on your email.
If you do not, contact support.
Empty activation or reset email
First make sure that your ad blocker is not responsible (disable it temporarily). Try again in intervals of a few minutes.
If the problem persists, forward the email to support@cenareo.com giving a much context as possible so the support team can help you.