Troubleshooting Platform Login or Access Issues

Q1: I forgot my password—how can I reset it?
A: Click the “Forgot Password?” link on the login page. Enter your registered email, and you’ll receive a reset link within a few minutes. If it doesn’t arrive, please check your spam folder or whitelist @biolevate.com.

Q2: I never received my account activation email—what should I do?
A: Ensure your email address was entered correctly and check your spam or promotions folder. If you still haven’t received it after 30 minutes, please contact [e-mail].

Q3: I see an error message after logging in (“Account not found” or “Access denied”)—why?
A: Double-check your credentials for accuracy. If you’re part of a team, ensure your organization admin has provisioned your account. If you believe you should have access but cannot log in, contact your admin or submit a support ticket.

Q4: I have Multi-Factor Authentication (MFA), but my code isn’t working.
A: Ensure your device’s time is synchronized and try resending the code. If you’re still unable to log in, reach out to support for a reset.

Q5: Can I access the platform outside office hours or from a new device?
A: Yes, unless your organization has set restrictions. Contact your admin if you believe an access policy is preventing login.

Need more help?
If your issue isn’t listed here or you continue having trouble, please submit a ticket or contact us directly at [e-mail].