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Sign-In Problems

Can't sign in? Browser issues, MFA problems, and account recovery.

Sign-In Problems

CrownSync Playbooks uses Authentik for authentication. If you are having trouble signing in, the steps below cover the most common causes and solutions.

Clear Cookies and Site Data

Stale or corrupted authentication cookies can prevent sign-in. Clear cookies for pb.crownsync.uk and auth.crownsync.uk:

  1. Open your browser settings
  2. Navigate to cookies or site data
  3. Search for and remove cookies from pb.crownsync.uk and auth.crownsync.uk
  4. Restart your browser and try signing in again

Try Incognito / Private Browsing

Open an incognito or private browsing window and attempt to sign in. If sign-in works in incognito but not in your normal browser:

  • A browser extension may be interfering with authentication. Disable extensions one by one to identify the culprit.
  • Cached data may be causing the issue. Clear your browser cache and cookies for the CrownSync domain.

Check Authentication Service Status

CrownSync uses Authentik for authentication. If the authentication service is experiencing issues, sign-in may be temporarily unavailable. Check for any ongoing incidents:

  • Visit auth.crownsync.uk to check current service status
  • If the authentication service is reporting issues, wait for it to recover before trying again

Multi-Factor Authentication Issues

If you have MFA enabled on your account and are having trouble:

  • Time sync— TOTP codes are time-sensitive. Ensure your device's clock is synchronised. On most devices, enabling automatic time setting resolves this.
  • Wrong code— TOTP codes refresh every 30 seconds. If your code is about to expire, wait for the next one rather than rushing to enter it.
  • Lost authenticator— If you have lost access to your authenticator app, use a backup code if you saved one during MFA setup. If you do not have backup codes, contact support.

External Collaborator MFA

External collaborators use a separate TOTP MFA system tied to their magic link access. If you are an external collaborator having MFA issues, ask the organisation administrator to reset your MFA from the Collaborator Management page.

Account Recovery

If you cannot access your account through any of the steps above:

  1. Use the Forgot Password link on the sign-in page to reset your password via email
  2. Check your spam folder if the reset email does not arrive within a few minutes
  3. If the password reset email does not arrive at all, confirm you are using the correct email address for your CrownSync account
  4. If all else fails, contact CrownSync support with your email address and a description of the issue

Cannot Access Organisation

If you can sign in but cannot see your organisation or playbooks:

  • Your organisation membership may have been removed. Contact your organisation's Owner or Admin.
  • If you were invited but have not yet accepted the invitation, check your email for the original invitation link.
  • If your invitation has expired, ask your administrator to resend it from the Team Management page.

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