Context

Users may experience difficulty logging into Document Crunch for various reasons, including service outages, browser issues, account configuration problems, or missing team permissions. Common symptoms include login pages that refresh without proceeding, error messages, or being unable to access the platform despite having valid credentials.

Answer

Login issues can have several causes. Follow these troubleshooting steps in order:

1. Verify Team Membership

You must be added to a team within Document Crunch to access the platform. If you can log in but can't access any content, or if the login page refreshes without errors, you may not be properly assigned to a team. Contact your team administrator or Document Crunch support to verify your team membership and permissions.

2. Reset Your Password

If you have already set up an account with Document Crunch and you're having trouble with your credentials, use the "Forgot Password" link on the login page to reset your password.

3. Check SSO Configuration

If your organization uses Single Sign-On (SSO), login issues may be related to your company's identity provider (such as Okta). Contact your IT department to ensure your email is properly configured in the approved users list for Document Crunch.

4. Check for Service Outages

Document Crunch may occasionally experience service disruptions due to infrastructure issues (such as AWS outages). If you're experiencing login problems, first check if there's a known service issue by checking for status updates or contacting support.

5. Clear Browser Cache and Cookies

Browser cache and cookies can sometimes interfere with login functionality. Clear your browser's cache and cookies, then try logging in again. For Chrome users, you can find instructions on clearing cache and cookies in Google's support documentation.

6. Try Incognito/Private Browsing

Open an incognito or private browsing window and attempt to log in. This helps rule out browser extensions or stored data causing conflicts. Right-click on the Document Crunch login link and select "Open Link in Incognito Window."

7. Contact Support

If none of the above steps resolve your login issue, contact Document Crunch support at support@documentcrunch.com. Provide details about what happens when you try to log in, including any error messages you see and which troubleshooting steps you've already tried.

Most login issues are resolved quickly once the specific cause is identified. The support team can check your account status, team assignments, and help resolve any technical issues preventing access.