Users Can't Login?

Sorry that you're having difficulty accessing SAM.

Here are some solutions to help Users access SAM:

1. Double check you are accessing your agency's SAM website (URL). 
   • This is generally [your agency's website].mysamdb.com.
2. Try to reset your password.
3. Connect with your SAM Lead to: 
   • Check that the user has access to SAM. See: Add, Modify, & Disable Users
   • Ensure their username follows the current specifications found at Reset Password or Username
   • Double check that the user has a Security Email Address entered and it is correct.
4. If the above is accurate, SAM Leads should:
   • Reference the System Emails Tracking report in Security Center to verify if an email was sent to the user's Security Email Address.
   • The System Email Tracking report includes emails sent from hello@mysamdb.com regarding:
     • Password Reset
     • MFA
     • Initial Credentials Setup
     • Security email address updated
   • If an email shows as sent without error in the System Email Tracking Report:
     • Check your spam folder for emails from hello@mysamdb.com.
     • Mark hello@mysamdb.com as a safe sender in your email settings.
     • Have your IT team mark hello@mysamdb.com as a safe sender in your agency's email server settings.

5. If an email was not sent or there is a sending error, contact support@inreachsolutions.com