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.

Updated on: 26/06/2026