Account Not Found During Login

This prompt usually means the account has not been created, the phone number is wrong, the organization has not synchronized, or the client is connected to the wrong company server.

Common Symptoms

• Login reports that the account does not exist.
• The admin console can see a name but the client cannot log in.
• The user changed phone number and can no longer log in.

What to Check First

• The account and phone number are correct.
• The user exists and is enabled in the admin console.
• The organization and account synchronization are complete.
• The server address belongs to the current company.

Recommended Actions

1. Ask an administrator to search for the account and phone number.
2. Correct the phone number or create the account if needed.
3. Refresh organization synchronization and have the user log in again.
4. If the admin console cannot find the user, check the import or account creation process.

When to Contact an Administrator or Operations Team

• The issue affects multiple users or the whole company.
• The fix requires restarting production services, replacing certificates, changing databases, changing file services, or updating License files.
• Provide the failure time, impact scope, screenshots, account information, client version, server address, and related logs when reporting the issue.

Related Links

• Phone Number Not Found During Login
• Cannot Find Contacts in the Client
• Disable an Account