A company (tenant) is not showing at login

MobilityManager is multi-tenant: each customer organization is a separate company, referred to internally as a Mandant (tenant). At sign-in you choose your company from a list. If the company you expect is missing, this article explains why and how to restore access.

Symptom

The company you want is not in the company selection list on the login page, or after signing in you cannot switch to it. In some cases you instead see Tenant has been deactivated. Please contact your administrator.

Cause

The login company list only shows companies whose status is active. A company is therefore absent from the list when:

• The company has been deactivated. Deactivated companies are hidden from login, and any attempt to sign in to or switch to one is refused with the deactivation message.
• The company was never created, or is still being set up.

Separately, even when a company is active and visible, you may be unable to enter it if you have no role assigned there. In that case sign-in returns User does not have access to this tenant. Administrators with the SystemAdmin role are an exception and can reach any company.

Resolution

1. Confirm the company is active. Ask an administrator to check its status; only active companies appear at login and only active companies can be signed in to.
2. If it was deactivated in error, an administrator can reactivate it, after which it reappears in the list.
3. If the company is active but you cannot enter it, ask an administrator to assign you a role in that company. Access is granted per company, so a role in one company does not carry to another.
4. Sign out and back in after any change so the current company list and your session are refreshed.

Switching between companies

If you belong to more than one company, you can switch without signing out. Switching issues a fresh session for the target company with that company's roles, so your available actions may change when you move between companies. You can only switch to companies that are active and where you hold a role (SystemAdmin excepted).

Note: Your permissions are evaluated in the company you are currently working in. If an action is available in one company but denied in another, that is expected and reflects your different roles per company.

Tip: If no companies appear at all and you are taken to a setup screen instead of the login page, the application may not be configured yet. See the related article on the setup wizard.

Related

• I cannot log in: a step-by-step checklist
• "Access Denied": understanding permissions and roles
• The app unexpectedly shows the setup wizard
• Where my data is stored: multi-tenant isolation explained