Find the issue you're having below and follow the steps for that section.
In this article
I can't sign in
Try these steps in order:
Clear your browser cache and cookies, then try signing in again.
Try an incognito or private browsing window to rule out cached session issues.
Try a different browser. Chrome is recommended.
If your organization uses SSO, use your SSO link directly. If you're unsure of your SSO link, contact your Admin.
Check with your Admin to confirm your account is active and hasn't been deactivated.
I didn't receive my account verification email
After you get the email invitation to join Cognota and complete the initial registration, you should receive a second email asking you to verify your email address.
If it hasn't arrived:
Wait a few minutes. The email can take a few minutes to reach your inbox.
Check your spam and junk folders.
Consider your organization's email security. Your business's firewall or security configuration may be blocking emails from our server.
If you still haven't received it, contact Cognota Support (see Still need help? below). We can usually resolve this right away.
I didn't receive the Forgot Password email
If you selected Forgot Password? on the login page and the reset email hasn't arrived, it's usually one of two causes. First, check your spam or junk folder, then work through the causes below.
Cause: You haven't verified your account yet
If you have a newer account, you need to select the link in your original account verification email before Cognota can send you a password reset email. Reset emails aren't sent until verification is complete.
To fix this:
Search your inbox, including spam and junk, for the original Account Verification email from Cognota.
Select the verification link.
Return to the login page. Sign in with the original password you created, or select Forgot Password? to reset it.
Cause: Your organization uses Single Sign-On (SSO)
If your company has SSO enabled, Cognota doesn't manage your password, so a reset email is never sent.
To fix this: Sign in with your organization's SSO link. In most cases, entering your work email on the login page automatically takes you to your company's sign-in page.
If it doesn't, ask your Admin for your organization's SSO login link, or contact Cognota Support.
Still not working?
If you've checked spam and junk, confirmed your account is verified, and confirmed your organization doesn't use SSO, contact Cognota Support and we'll help you get back in.
I keep getting signed out
By default, Cognota signs users out after 8 hours of inactivity. This is a security best practice that protects your organization's data. If you're signed out more often than that, your organization probably has a shorter custom timeout. Our Support team can help adjust it.
How session timeouts work
To protect your account and data, Cognota ends a session after a period of inactivity.
What counts as activity: Any action that communicates with our servers, such as navigating between pages, submitting a form, or selecting a button.
What doesn't count: Having a Cognota tab open, or moving your cursor without interacting with the page. Neither keeps your session alive.
What happens at timeout: You're redirected to the sign-in page and asked to sign in again.
Default timeout: 8 hours of inactivity for all organizations, unless a custom duration has been configured.
Why you might be signed out more often than before
If you used to stay signed in all day, there are two likely explanations:
Your organization's timeout may be shorter than the 8-hour default. Some organizations request a shorter inactivity window (for example, 15–20 minutes) to meet their own security or compliance requirements. If so, this is expected behaviour.
A recent update improved how timeouts are enforced. Previously, a redirect issue let some users stay signed in past the timeout window. That's fixed, so a session that reaches its timeout now correctly redirects you to sign in. Timeouts may feel more noticeable even though the duration hasn't changed.
Change your organization's timeout
If your organization wants a longer or shorter inactivity window than the 8-hour default, we can configure a custom timeout for your account. This is a per-organization setting.
Check with your Cognota Admin to confirm your organization's current timeout.
Agree internally on the duration you want. Most teams need to involve IT or security to agree on a timeout that fits their policies before requesting a change.
Have your Admin contact our Support team with the duration you want.
We'll configure the change and confirm once it's live.
When to contact Support
If you're signed out unexpectedly and nothing above explains it, contact Cognota Support so we can investigate. Examples include sign-outs within minutes while on the 8-hour default, or repeated sign-outs while you're actively working.
Still need help?
Contact Cognota Support:
Chat: Select the chat icon, or use Chat with us in the Resources section of the platform.
Email: support@cognota.com