> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://support.granitegrc.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# I can’t log in. What should I do?

### **Check the correct login method**
* If your organization uses **SSO/external authentication** (e.g., Microsoft, Google, Active Directory), you should see your organization’s login window when you go to the Granite login page.
    * In this case, password changes are handled in your organization’s own system, and you will not receive password reset emails directly from Granite.
* If you have a **separate Granite username**, log in directly through the service’s login page using your username and password.
    * If needed, request a password reset email to your work email from the login page via **“Have you forgotten your username and/or password?”**


### **Check your username and password**
* Enter your email/username **entirely in lowercase** and without extra characters or spaces.
* If you’re unsure of your username, request a password reset link via the **“Forgot your username or password?”** function on the login page.
    * The password reset page will display your current username.


### **Reset your password if needed**
* Request a password reset link and follow the instructions.
* The message should arrive within about **15 minutes**.
* Check your email’s **spam/junk folders** if necessary.
* If the link doesn’t work or redirects you back to the login page:
    * Copy the entire link and paste it manually into your browser’s address bar.
    * Try another browser or use a private/incognito window.
* Ensure the link hasn’t expired or been broken by line breaks in the email.


### **Account locked**
* Multiple failed login attempts may lock your account.
* Wait a moment and try again, or contact support to unlock it.
* After unlocking, change your password before logging in again.


### **Two-factor authentication (2FA/MFA)**
* Make sure you are entering the correct and current code from your authenticator app.
* If the code is repeatedly rejected:
    * Contact support to check your 2FA settings.
    * 2FA can be temporarily removed or reset if needed so you can log in.


### **Not receiving the password reset email?**
* Make sure the email address is correct and your mailbox is not full.
* Check spam/junk and other filtered folders.
* Add the sender to your safe sender list and, if needed, ask your organization’s IT to allow the messages.
* Remember: with **SSO login**, password changes are done in your organization’s system—not in Granite.


### **Other tips**
* Clear your browser’s cache and cookies, and update your browser.
* Make sure you are using the correct login URL.
* Temporarily disable browser extensions that may block redirects or pop-ups.


### **Need help?**
Contact customer support and include:
* Your name
* Your email address
* Your organization
* The Granite https:// website address you are trying to log in to
* A screenshot of any error message (if possible)
* Timestamp of the issue
* What you have already tried

Support can unlock your account, provide a working password reset link, or guide you on the correct login method.