Can't log in — account access issues
If you or a staff member cannot log in to the Rex admin dashboard or host app, work through these steps.
1
Verify the username (email)
Confirm you are entering the correct email address. The email used at account creation is the username — not a display name.
Settings›Users
2
Reset the password
On the login page, click "Forgot Password" and follow the reset instructions sent to the user's email address.
Settings›Users
3
Check if the user account exists
A Global Admin can verify the account exists by going to Settings > Users and searching for the email address.
Settings›Users
4
Check the user's role and venue access
If the user can log in but sees no data, their venue access may be misconfigured. Check their assigned venues in Settings > Users.
Settings›Users
5
Re-create the account
If the account was accidentally deleted or never created, a Global Admin can create a new user account in Settings > Users.
Settings›Users
Updated May 12, 2026
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