You cannot get into the right Cortex account or org:
- Sign-in window never appears, or email magic link / code fails
- You stay on a personal account when you need the enterprise org
- Switch Organization is missing, empty, or does not list your company
- Login succeeds, but the workspace still behaves as if you are signed out
Affects Desktop Settings flows and web onboarding / login.
- Using a different email than the one invited to the organization
- Admin has not added you to the enterprise organization yet
- Browser or app session is stale
- Network or corporate filter blocking the auth page
- Temporary authentication service issue
- Confirm the exact email you are signing in with (including alias vs primary).
- On Desktop: open Settings (gear, top-right) and note whether you see Sign in, your account, or Switch Organization.
- If Switch Organization appears, list every org name you see.
- Note any error text on the sign-in page or toast.
- Note platform and whether the failure is only on one device or browser.
- Retry sign-in with the invited email. On Desktop you can open Settings → Sign in to Cortex, or start typing in chat to trigger the sign-in prompt.
- Complete sign-in in one browser or app window only. Close duplicate login tabs, then retry.
- After sign-in: Settings → Switch Organization and select your enterprise org. If it is missing, ask your admin to confirm you were added and to share the exact org name.
- Sign out fully, quit Desktop (or clear the web session), sign in again, and recheck Switch Organization.
- Try a different network if corporate Wi-Fi may block auth (for example phone hotspot), then retry once.
- You are signed in and Settings shows your account
- The correct organization is selected under Switch Organization
- Credits (if applicable) load for that org, and chat accepts a short message
Email support@withcortex.ai if:
- Sign-in fails repeatedly with the same error after Steps 1–5
- Your admin confirms you are in the org but Switch Organization still hides it
- Only one device fails while another works with the same email
Attach a screenshot of Settings / Switch Organization and the sign-in error text.
- Platform: Web or Desktop
- App version or browser
- OS
- Email domain used for sign-in
- Organization name expected vs names visible
- Exact error message
- Whether admin confirmed membership
- Network context if known (office Wi-Fi, VPN, home)
- Steps already tried