Frequently Asked Questions

My admin account activation link has expired, what do I do?

If your activation link has expired, we would recommend getting in touch with your manager or contacting Cocentric Support as another Connect administrator will need to resend an invitation link. This can be done from the settings tab.

Users I've created are not provisioning to my Target channel, why is that?

There are a few reasons this could be occurring, the most common causes of this are:

• Required data fields may be unpopulated, verify all data fields with a red star within the users profile modal are filled out.
• The users preferred language code may be incorrect or unsupported by the target platform.
• The users access delivery code method may not be correct, this can be caused by either misspelling or a delivery method which does not exist has been entered.

If you have verified everything is correct and still do not see the user provisioning to the Target platform, please don't hesitate to contact Cocentric Support.

I've lost access to my accounts 2FA device, what can I do?

If this happens, you could either get in touch with a Connect tenant admin, who can disable the 2FA for your account from the settings tab, or alternatively you can contact Cocentric Support who will be able to reset your 2FA settings. 

When I open Connect I see a blank screen without the option to sign-in, how can I fix this?

If you see a blank splash screen without the login menu when accessing Connect, there are a few things we would recommend trying:

• Try hard refreshing the page by using Ctrl + F5.
• Try opening the page in a different browser or private tab, if this fixes the issue you should be able to clear your cache in the main browser to resolve this.
• Ensure that you are accessing Connect by the correct URL, https://connect.cocentric.ai/

 If you have tried all of these can are still having the same issue, please contact Cocentric Support.

How can I add a new Connect admin and/or resend an admin account activation link?

To find the admins menu in Connect, navigate to the settings tab, the first menu that opens should be a list of all the created admin accounts.

To create an admin:

1. Click the button labelled "Create Admin".
2. Once the Admin creation modal has opened, you must enter the admins first name, last name and email.
3. We recommend you use the principal of least privilege when granting admin roles.

To Reinvite an admin:

1. Find the admin on the list of admin accounts by either scrolling or using the search bar.
2. Click the 3 dots to the right of the admins status.
3. Select "Resend activation link".