Help Center Membership Management: Getting in and your account When you can't get in
When you can't get in
"No role assigned"
If your login exists but has no role in the clinic, you see "No role assigned" and "Your account exists but has not been given a role yet. Ask an administrator to assign one, then sign in again." with a Sign out button. Ask the clinic owner or admin to fix your access on Admin → Users.
Paused subscription
When a clinic's subscription is paused, its staff cannot sign in to it. The sign-in page says "This clinic's subscription is paused. The owner can reactivate it from prescripta.com." (or, if none of your clinics is open to you, "This clinic's subscription is paused or your access has been turned off. Contact the clinic owner."). The clinic owner can reactivate it on prescripta.com. A cancelled subscription keeps working until the end of the paid period shown on Account, and is paused by the morning run after that day.
If a clinic is paused while you are already signed in, pages stop loading and show "This clinic's account is not active. Contact support."
Turned off or removed
If an admin turns you off or removes you, your open sessions end at once. You see "Your session has ended. Please sign in again." If you still belong to another clinic, you can sign in and pick that one.
Questions people ask
Q: It says Sign-in failed and nothing else.
A: See the list under "Red error messages". The most common reasons are an expired invitation or a wrong or old reset code. A paused clinic or turned-off access now shows its own message instead of "Sign-in failed".
Q: Our subscription lapsed. Is our data gone?
A: Pausing stops sign-in. It does not delete the clinic. The owner can reactivate on prescripta.com. Contact support with questions.
Quick fixes
| Problem | Fix |
|---|---|
| Invite e-mail missing | Check spam; admin clicks Resend invite. |
| Invite code doesn't work | It expired (7 days). Admin clicks Resend invite. |
| Forgot password | Forgot password? on the sign-in page. |
| Reset code doesn't work | It lasts 1 hour; ask for a new one. |
| Lost or new phone | Admin clicks Start over. |
| Asked for the code every time | Clinic's Trust this browser for is 0, or you unticked the box. |
| Signed out every hour | Clinic's sign-in window; an admin can lengthen it up to 4 hours. |
| Signed out after a few minutes | Idle sign-out; check for a forgotten second tab. |
| Can't see Admin / Account | Your role lacks View settings. |
| Can't see Users | Your role lacks Invite, enable and disable users. |
| No buttons on a user row | It's your own row, or an owner row and you're not the owner. |
| "Sign-in failed" | Expired invite, or a wrong or old reset code. Ask your owner. |
| "subscription is paused" / "access has been turned off" | The clinic is paused, or your access is off. Ask your owner. |
| "No role assigned" | Ask an admin to fix your access on Admin → Users. |