02 | Questions Other Users Had
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      1. Knowledge Base for your Innovation OS
      2. Support & Frequently Asked Questions
      3. 02 | Questions Other Users Had

      Have trouble logging into your Account?

      There are several reasons why this might happen. Read below to know more.

      1. Check Basic Requirements

      • Ensure you are using the correct system URL and that you are an invited user. Contact your site admin to verify your account status.
      • The ITONICS Innovation OS may be in maintenance mode. Check for a maintenance mode announcement you might have received via in-system banner or e-mail.
      • If using a VPN or firewall, ensure communication to "https://itonics-rest.com" and "wss://itonics-ws.com" is not blocked. Contact your IT department if needed.
      • Your IT department may be blocking ITONICS emails or domains. Ask them to whitelist "itonics.io".
      • If your 30-day free trial has expired, your system may have been suspended. Learn more: Turning a Trial into a Permanent Subscription.

      2. Troubleshooting Magic Link Login Issues

      If you are using passwordless authentication via email, ensure the following:

      • Check your spam or junk folder – The magic link email may be filtered.
      • Wait a few minutes & try again – Email delivery delays can occur.
      • Use the correct email – Ensure you're requesting the magic link for the correct account email.
      • Use the link within 15 Minutes – Magic links expire 15 minutes after being sent for security reasons. If expired, request a new one.
      • Check email filtering rules – Corporate email security policies may block ITONICS emails. Contact your IT team if necessary.
      •  Open the link in the same browser – Using a different browser or incognito mode may prevent login.
      • Disable VPN or try a different Network – Network security settings may interfere with login.
      • Enable Cookies & JavaScript – Some browser settings or extensions can block authentication.
      • Use the latest magic link – If you requested multiple links, only the most recent one will work.

      • Delayed Magic Link E-mails (FortiMail /Greylisting)

        If you're experiencing delays in receiving the magic link email, this may be due to email security solutions like FortiMail or greylisting mechanisms in your corporate infrastructure:

        • FortiMail delays: Some FortiMail setups temporarily defer emails from unfamiliar senders, causing noticeable delivery delays.

        • Greylisting behavior: Emails may be intentionally delayed on first attempt to filter out spam. This affects time-sensitive emails like magic links, which expire after 15 minutes.

        • Resolution options:

          • Request a reduction in greylisting delay for trusted senders, or add ITONICS to the bypass/allowlist in your mail filter.

          • If delays persist, consider switching to an SSO-based login flow

      3. Still Having Trouble?

      If none of the above steps resolve your issue, contact ITONICS Support for further assistance via support@itonics.io.