> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/faq-and-truobleshooting/login-and-access-issues.md). # Login & Access Issues This page helps users troubleshoot common login and access issues in LiveChat. Login and access issues may be related to username format, password, OTP verification, account status, session expiry, permissions, or network-related logout settings. ### Cannot Log in to LiveChat If you cannot log in, check the following: * Make sure you are using the correct LiveChat link. * Make sure the username format is correct. * Make sure the password is entered correctly. * Make sure your account is active. * Make sure you can receive the OTP code on your registered phone number or email. If the issue continues, contact your admin or support team. ### Incorrect Username Format LiveChat usernames usually follow this format: ``` LiveChatUsername@MainUsername ``` Or: ``` SubUserUsername@PortalUsername ``` Example: ``` support1@companyusername ``` When the user is created from the Portal, the admin enters only the first part before the **@**. However, when logging in to LiveChat, the user should enter the full username format. If the username is entered without the main username after the **@**, login may fail. ### Username Cannot Be Changed The **Username** cannot be changed after the user is created. Only the **Name** field can be edited later. If the username was created incorrectly, the admin may need to create a new LiveChat user with the correct username. ### Incorrect Password If the password is incorrect: * Check that there are no extra spaces. * Make sure the correct letter case is used. * Try typing the password manually instead of copying and pasting. * Ask the admin or support team to reset the password if needed. Do not share your password with other users. ### OTP Code Not Received When logging in, users can choose to receive the OTP code through: * Registered phone number * Registered email If the OTP code is not received, try the following: * Make sure you selected the correct OTP delivery method. * Check that your registered phone number is active and reachable. * Check your email inbox. * Check your spam or junk folder. * Wait a few minutes and request a new OTP code. * Make sure the mobile number and email saved on your user account are correct. If the issue continues, contact your admin or support team to review your account details. ### OTP Code is Incorrect or Expired OTP codes are temporary and may expire after a short time. If the OTP code does not work: 1. Request a new OTP code. 2. Enter the latest code received. 3. Make sure you are not using an old code. 4. Check that there are no extra spaces when entering the code. ### Account is Not Active If the account status is **Not Active**, the user may not be able to log in or access LiveChat. The admin should review the user account status from the Portal and activate the account if the user should have access. ### Missing Pages After Login If you can log in but cannot see some pages, this is usually related to permissions. For example: * The **Dashboard** may only appear if Dashboard access is enabled. * The **Archives** page may only appear if archive access is enabled. * The **Fast Response** page may depend on fast response permission. * The **Export Data** page is available for chatbot users and depends on permissions. * The **Department** view is mainly available for supervisors or users with supervisor capabilities. If a page is missing, the admin should review your permissions from the Portal. ### Cannot Access the Dashboard Dashboard access is controlled by the admin from the Portal. If a supervisor or user cannot see the Dashboard, the admin should check whether this option is enabled: ``` Enable LiveChat Supervisor to View the Main Dashboard ``` If this option is not enabled, the user may not be able to access Dashboard statistics, LiveChat report export, or evaluation results. ### Session Expired The LiveChat web session is currently configured to last for **8 hours**. After the 8-hour session expires, the user may be logged out and asked to log in again. To continue using LiveChat: 1. Open the LiveChat login page. 2. Enter your username and password. 3. Complete OTP verification, if required. 4. Review your active chats after logging in again. ### Repeated Logout During Work If you are being logged out frequently during work, check the **Logout When IP Changes** setting. Repeated logout may happen when this setting is enabled and your network IP changes during the session. This can happen when: * The internet connection changes. * You switch networks. * You move between Wi-Fi and mobile hotspot. * The network provider changes the IP address automatically. * You are connected through a VPN. To check this: 1. Go to the **Settings** area in LiveChat. 2. Find **Logout When IP Changes**. 3. Disable the option. 4. Monitor whether the repeated logout issue is resolved. If the issue continues after disabling this option, contact the support team. ### Email Notifications Not Received The email field may be used for OTP verification and department message notifications. For example, if a new message arrives to a department and there is no online agent available, the system may send an email notification to the agents assigned to that department. If email notifications are not received: * Make sure the email address is correct. * Check the spam or junk folder. * Make sure the user is assigned to the correct department. * Ask the admin or support team to review the account setup. ### Access Issue Checklist Before contacting support, check the following: * Are you using the correct LiveChat link? * Is the username in the correct format? * Is the password correct? * Is the account active? * Can you receive OTP by phone or email? * Is the missing page controlled by permissions? * Is the user assigned to the correct department? * Is the related service enabled, such as chatbot or evaluation? * Is **Logout When IP Changes** causing repeated logout? ### When to Contact Support Contact the support team if: * You cannot log in even with the correct username and password. * OTP is not received through phone or email. * The account is active but access still fails. * You are logged out repeatedly after disabling **Logout When IP Changes**. * A page or feature is missing even after the admin reviews permissions. * Email notifications are not being received. * The username or access setup needs further review. ### Next step After reviewing login and access issues, continue to the **Chat & Message Issues** page to troubleshoot conversation and message-related problems.