Login & Access Issues

You go to sign in to Pactly and something blocks you: the password is rejected, the email isn’t recognized, or you get in but the thing you came to do is greyed out. Most of these are quick to clear once you know which case you’re in.

Find your symptom below, try the fix, and if it still doesn’t resolve, the last line of each section tells you who to contact.

Likely cause: you need a reset link, or your organization uses single sign-on and there’s no Pactly password to reset.

Check and fix:

• Use Forgot password? Click the Forgot password? link on the sign-in screen, enter your email, and Pactly sends a reset link to that address. Open the link, set a new password, and sign in.
• Look in spam if the email is slow. The reset email can take a few minutes and sometimes lands in spam or quarantine. Check your spam and junk folders, and any quarantine your email security tool holds.
• Confirm the email is exact. A reset link is only sent if an account exists for that address, so a typo means no email arrives.
• Check whether you use SSO instead. If your organization uses single sign-on, you may not have a Pactly password to reset at all. See I’m not sure whether to use SSO or a password below.

If the reset still doesn’t arrive after checking spam, contact your Pactly administrator or [email protected].

Likely cause: a typo or wrong sign-in page, or password login is disabled for your domain because your organization requires SSO.

Check and fix:

• Rule out input mistakes. Check for caps lock and trailing spaces, and that you’re on the correct Pactly sign-in URL.
• Reset to rule out a mismatch. Reset the password using Forgot password? so you know you’re entering a known-good one.
• Check whether SSO is required. If your account is on a domain set up for SSO, password login may be disabled for you. Some organizations require SSO only, with no password fallback. In that case, use the SSO button instead (see below).

If you’re still blocked after a reset, contact your administrator, who can confirm your account is active and whether password login is allowed for your domain.

Likely cause: your account hasn’t been created yet, or the welcome email went to the wrong address or to spam.

Pactly accounts are created by an administrator at your organization, not by self-signup. An admin adds you under Account settings → User management, and Pactly emails you a welcome message with a link to set your password.

Check and fix:

• Find the welcome email. Look for a Pactly welcome email (check spam) and use its link to set your password.
• Confirm you were added correctly. If no email arrived, ask your administrator to confirm they added you, and to the right email address. The address on the account can’t be changed later, so a wrong one means the account has to be recreated.

For administrators setting up access, see Adding & Managing Users.

Likely cause: an account already holds that email, often a leftover free-trial signup on your company domain. Each email address can belong to only one Pactly account.

Check and fix: the fix is on the admin side. An administrator locates the stray account, or locks the company domain so people can’t self-register on it. See Adding & Managing Users and Domain Verification & Locking.

Likely cause: how you sign in depends on how your organization set up Pactly, and you may be trying the method you don’t have.

Check and fix: there are two sign-in methods.

• Password. You set a password from your welcome email and sign in with your email and that password.
• Single sign-on (SSO). You sign in with your existing Microsoft account. On the sign-in screen you enter your email first, and if your domain is set up for SSO, Pactly shows an SSO button (labeled with your company or Microsoft) instead of asking for a password.

Some organizations allow either method; others require SSO only and disable password login. If you enter your email and see an SSO button rather than a password field, use SSO. If a password reset never works and you have a Microsoft work account, your organization most likely uses SSO only.

If SSO sign-in fails for everyone on your team, it’s usually a configuration issue (often a domain that isn’t verified and locked yet). That’s an administrator task, see the SSO setup article above, or contact [email protected].

Likely cause: an action that’s greyed out, missing, or refused (“Unable to approve”, a button you can’t click) is almost always a role or access matter, not a login fault. Your role controls what you can do, and your groups control what you can see. Some actions are also scoped to the contract’s owner or an assigned approver, so you can open a record yet still not be able to edit or act on it. A common case: an account set to Viewer can browse but can’t approve, edit, or create.

Check and fix: the change is for an administrator to make, by adjusting your role or group membership. To work out which permission is involved, see:

• Why Can’t This User Do X?, the troubleshooter for greyed-out and refused actions.
• User Roles and User Role Permissions, for what each role can and can’t do.

If a contract simply isn’t showing up at all, that’s a separate issue. See Why Can’t I Find This Contract?.

If none of the above resolves it, your administrator can confirm your account is active, on the right domain, and has the role and groups you need. For anything that looks like a platform fault rather than a setup issue, contact [email protected] with your email address, your organization name, and a screenshot of the error.

• Signing in to Pactly
• Adding & Managing Users
• User Roles
• Single Sign-On with Microsoft Entra ID
• Why Can’t This User Do X?
• Troubleshooting