If you are experiencing issues with your Prowise account, this guide will help you identify common problems and direct you to the appropriate solutions. Depending on your account type, you may be able to resolve the issue yourself or require assistance from your organisation's IT administrator or the Prowise Service team.
Common Account Issues & Solutions
Forgot Your Password?
If you are unable to sign in due to a forgotten password, follow the steps in How to Recover an Account to reset your password.
Issues Signing In
If you are experiencing sign-in issues, check the following:
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Ensure you are using the correct email and password.
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Clear your browser cache or try using an incognito window.
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Verify your internet connection.
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If your organisation manages your account, check with your IT administrator for access issues.
For detailed troubleshooting steps, refer to Troubleshooting Sign-In Issues.
Problems with Multi-Factor Authentication (MFA)
If you have MFA enabled and are unable to log in:
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Make sure you are using the correct authentication app.
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Verify the time on your device is synced correctly.
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If you have lost access to your MFA device, follow the steps in How to Recover an Account or contact your IT administrator.
Changing or Updating Account Details
If you need to update your email, name, or other details, follow the instructions in [How to Manage Your Personal Account].
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Email changes: Some accounts, especially organisation-managed ones, may not allow email modifications.
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Name updates: If your name cannot be changed, your organisation may have restricted this setting.
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Avatar updates: Some organisations may prevent avatar customization.
Managing Remembered Logins
If you are automatically signed in and wish to remove remembered login sessions, follow the steps in How to Sign Out and Manage Remembered Accounts.
Organisation Account Support
If your Prowise account is linked to an organisation, some settings may be controlled by your IT administrator. If you are unable to change settings, recover your account, or log in, contact your IT department for assistance.
Contacting Prowise Support
For users with personal accounts or cases where organisation IT administrators cannot resolve an issue, the Prowise Service team is available to help. Visit our support page or contact us for further assistance.
Next Steps
If you need further assistance, refer to the following articles: