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If you cannot sign in to Brand Atlas, the cause is usually one of a small set. Work through the symptoms below in order.
Cause. The email or password is wrong, or the account does not exist.Fix.
  1. Double-check the email address. The portal is case-insensitive on the address but the address must match the one your invitation was sent to.
  2. Click Forgot password to reset. A reset link goes to your email; the link expires after 30 minutes.
  3. If the reset email does not arrive within 5 minutes, check spam, then check that the email address is correct.
  4. If you still cannot sign in, write to support@brandatlas.pro with the email address.
Cause. Too many failed sign-in attempts in a short period. The account is auto-locked for 30 minutes to defend against brute-force attempts.Fix.
  1. Wait 30 minutes. The lock clears automatically.
  2. When you next try to sign in, use a known-good password (reset if uncertain).
  3. If the lock recurs, your account may be the target of a brute-force attempt; write to security@brandatlas.pro. We will adjust the account’s defences.
Cause. Sessions expire after 14 days of inactivity, or immediately when the password is changed, 2FA is reconfigured, or sessions are explicitly cleared.Fix.
  1. Sign in again with your current credentials.
  2. If 2FA is enabled, complete the second factor.
  3. If sign-in works, the previous session expired normally; no action needed.
Cause. Most commonly: the code has expired (TOTP codes last 30 seconds) or the device’s clock is out of sync.Fix.
  1. Wait for the next code from your authenticator app and try again.
  2. Check that your phone or computer’s clock is set to network time (TOTP relies on synchronised clocks).
  3. If you no longer have access to the authenticator (lost device, reset phone), use one of your saved backup codes (issued at 2FA setup).
  4. If you have no backup codes, write to support@brandatlas.pro for account recovery. Identity verification is required.
Cause. Either the third-party identity provider is having an issue, or the identity is not linked to a Brand Atlas account.Fix.
  1. Check the provider’s status page (Google, Apple, Microsoft each have one).
  2. Try signing in with email and password instead. If that works, the third-party link can be re-established from Settings → Account → Sign-in methods.
  3. If the email-and-password route also fails, see other symptoms above.
Cause. The SAML configuration on the identity provider has drifted (a certificate has expired, a binding has changed, a user’s attributes are missing).Fix.
  1. Your IT team checks the SAML configuration in the identity provider against the Brand Atlas SAML setup page.
  2. Check the certificate expiry. Brand Atlas notifies brand owners 30 days before SAML certificate expiry.
  3. Confirm the user’s attributes (email, name) are being sent in the SAML assertion.
  4. As a fallback for the user, the brand owner can disable SAML temporarily; the user signs in with email and password until SAML is restored.
Cause. Network or browser issue, or the atlas itself is having a problem.Fix.
  1. Check your email for an incident notice. During the pilot, active incidents are communicated by email to brand owners; see Status for the current channels.
  2. Reload the page. Hard-refresh if needed (Cmd-Shift-R / Ctrl-Shift-R).
  3. Try in an incognito or private window. If it works, a browser extension or cached state is the issue. Clear site data for brandatlas.pro.
  4. Try a different browser. If it works, the issue is browser-specific; write to support with the browser version.
  5. If none of the above works, write to support@brandatlas.pro with a screenshot.

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When to escalate

Write to support@brandatlas.pro when:
  • The fixes above do not resolve the issue.
  • The symptoms do not match any of the above.
  • You suspect your account has been compromised (a sign-in you did not initiate, a notification of an unfamiliar device).
For suspected compromise, write to security@brandatlas.pro. The security team prioritises these.

Account and profile

Account settings.

Status

System status.

Support and contact

All the support channels.