Troubleshooting

Most portal problems fall into one of four buckets: you cannot get in, you got in but the workspace refuses you, an integration is unhealthy, or Zoe cannot see a system she should. Each has a small number of likely causes, and each ends the same way if the checks do not resolve it — open a support case.

You cannot sign in

The portal has no password of its own, so a failed sign-in is almost always about which account you used or whether it has been added.

1. Confirm you are at customer-portal.prod.ainowsolutions.ca.
2. Make sure you are signing in with your Microsoft work account, not a personal Microsoft account.
3. If your browser is signed in to several accounts, sign out fully or use a private window, then try again with the right one.
4. If your organization has connected its own OIDC identity provider, use that provider's account rather than a Microsoft one.

If sign-in itself fails at your identity provider — a blocked account, a conditional-access policy, an expired password — that is on your side of the boundary, and your own IT or identity team resolves it faster than AINOW can.

"No workspace access"

Sign-in worked; the account simply is not registered as an administrator of any organization on AINOW. The screen shows the exact account identifier that was authorized.

1. Copy the identifier shown under Signed in as — this is the string that must be added, character for character.
2. Ask an existing administrator to add it on Settings → Administrators.
3. Reload the portal.

If nobody in your organization can reach the portal to add you, AINOW can help — raise a support case, quoting that identifier.

"You don't have access to this workspace"

Different message, different cause: the account is listed but this workspace refused it. Two things produce it — your account is homed in a different directory than the workspace's own, or your membership was removed or suspended. Sign in with an account from this organization's directory, or ask another administrator to check your row on the Members card and reactivate it. See Signing in and access for the full picture.

An integration shows "Attention needed"

The Integrations page probes each connection live, so this status means AINOW genuinely could not reach or authenticate against that system just now.

1. Open Integrations and re-run the probe on the row — transient outages clear on their own.
2. Check the Instance URL or site address on the row is still correct.
3. Check the credential in the target system: an expired password, a rotated key, a revoked OAuth grant, or a disabled integration user all produce this.
4. Check the account's permissions in the target system. Some failures are authentication and some are authorization, and a role removed in the source system looks identical from here until you look at the error.
5. Edit the row and enter the new credential to rotate it. Leaving a secret field blank keeps the current one, so you must type the new value for it to change.

For an integration where each person signs in individually, health can be fine while an individual is disconnected. Their card shows Not connected with a Connect button — that is a per-person consent step, not an administrator fix. If the consent window does not appear, the browser blocked the popup; the card offers a direct link instead.

Zoe cannot see one of your systems

If Zoe says she cannot find a record or has no access to a system, work down this list:

1. Is the integration configured at all? Check the Integrations page. Without a connector, Zoe cannot reach the system.
2. Is it healthy and Active? An Inactive or Attention needed row explains the symptom immediately.
3. Is this a per-user integration the person has not connected? Their own consent is required before Zoe can act as them.
4. Is the module enabled for your plan? Capabilities are gated, and a feature your organization is not entitled to simply is not offered.
5. Is it a channel restriction? Phone and shared-mailbox channels carry server-enforced lists of allowed tools, skills and repositories. A tool not on the list cannot be used on that channel, no matter what is asked — check the channel on SIP Channels or Email Channels.
6. Is a guardrail declining the request? Policies such as declining financial, medical or legal questions, or staying on topic, will refuse by design. The Guardrails page shows what is active.
7. Was the change waiting on approval? Zoe drafts every write for a person to approve, and an approval left undecided for 24 hours expires without running.

The Audit page settles most of these definitively: replay the conversation and read what tools were offered, what was called, what failed, and whether a guardrail or an approval intervened.

Where to get help

Open a case at support.ainowsolutions.ca, signing in with the same work account. The details worth including: the exact account identifier from the Signed in as line, the integration alias, the time the problem happened, and any error text — the description field accepts Markdown, so paste error output in a code block to keep it readable. Support cases explains priorities, statuses and how replies work.