Home Setting

Setting

Manage organisation details, add or update team members, and configure security settings to control access and protect your Cointab workspace.
By Vishwesh Sarkar
• 20 articles

What should I do if 'Save changes' doesn't save or returns an error?

Short Answer: Verify required fields especially *'Organization name ' are filled, check your connection, reload the page, then retry 'Save changes'. PreRequisites 1. Signed in to your Cointab account 2. Working internet connection Steps 1. Confirm the *'Organization name ' field contains valid text. *'Organization name ' is not empty. 2. Verify 'Country' and 'Timezone' selections are set as needed. All visible fields are filled or set to the desired values. 3. Click 'Save changes' again. The save is attempted. 4. If the save still fails, reload the page and re-enter your changes. Form reloads; you can retry saving. 5. If problems persist, try a different browser or clear the browser cache and repeat steps 1–4. Issue isolated to browser or persists across browsers. 6. If you cannot save after these checks, capture the error message or a screenshot and share with your organization admin. You have details to report the issue for further help. Troubleshooting 1. 'Save changes' is disabled or unresponsive. LikelyCause: At least one required field is empty or browser blocked the action. Action: Fill all required fields see 'Organization name *', ensure no browser extensions block requests, then retry. 2. A validation error appears after clicking 'Save changes'. LikelyCause: Field values fail form validation e.g., invalid characters or missing required info. Action: Correct the indicated fields and click 'Save changes' again. 3. No change after saving and page shows stale values. LikelyCause: Client-side cache or a transient server issue. Action: Reload the page, re-select values if needed, and save again. Note: Collect screenshots of any error messages to help your admin investigate.

Last updated on Aug 27, 2026

A user says they didn't receive the invitation — what should I try?

Short Answer: Verify the Email address in the Team list, ask the user to check spam/junk, and re-send the invitation using the envelope icon or remove and invite again. PreRequisites 1. Be signed in 2. Open Settings > Team Steps 1. Confirm the email shown in the member's row under the 'Email' column matches the intended recipient. You have confirmed the correct email address. 2. If the row shows 'Expired' or the user requests it, click the envelope icon and confirm the 'Re-invite member' modal. Invitation link is resent to the same email. 3. If there is no envelope icon or re-send fails, remove the pending/expired entry and use 'Invite member' to send a fresh invite. A new invitation is sent. 4. Ask the recipient to check spam/junk folders and allowlist the sender domain. Recipient should locate the invite email or confirm non-delivery to IT/mail admin. Troubleshooting 1. Re-invite doesn't go through or recipient still doesn't receive email. LikelyCause: Recipient's mail server blocked the message or the email address is incorrect. Action: Confirm the email address, ask recipient IT to check mail logs, or try a different email address if appropriate. 2. You cannot re-send envelope icon missing. LikelyCause: Member may already be Active or you lack permission. Action: If Active, no re-invite is needed. If you lack permission, ask an admin to re-send or remove and re-invite. Note: When resending, the 'Re-invite member' modal will display the exact email address being used.

Last updated on Aug 27, 2026

How do I invite a new team member?

Short Answer: Go to Settings > Team, click the 'Invite member' button, fill the 'Email address' and 'Role' fields in the 'Invite members' modal, then submit the form to send the invitation. PreRequisites 1. Be signed in 2. Open Settings > Team 3. Permission to manage team members may be required Steps 1. Open the left nav and click 'Settings', then select 'Team'. The Team page opens showing the member list, Status column and the 'Invite member' button. 2. Click the 'Invite member' button at the top-right of the Team page. The 'Invite members' modal appears. 3. In the 'Invite members' modal, under 'Email address' enter the person's email you can paste or type it. The email appears in the Email address field as a token example shown: '[email protected]'. 4. Under 'Role', click the 'Add role' dropdown and choose the correct role for the invitee. A role is selected and displayed in the Role field. 5. Submit the invite using the modal's primary action if you want to cancel, click 'Cancel' or the 'x' close. The modal closes and the new member appears in the Team list typically with a 'Pending' status. Troubleshooting 1. Primary submit button is hidden or the modal appears cropped. LikelyCause: Window size or modal placement may hide the primary button. Action: Resize the browser or scroll inside the modal so the primary action is visible; alternatively refresh the page and retry. 2. Invitation fails to send or the invite doesn't appear in the list. LikelyCause: Incorrect email, duplicate member already exists, network error, or insufficient permission. Action: Verify the Email address, check the Team list for an existing entry, refresh the page, and ensure you have permission to invite members. 3. Invitee says they didn't receive the email. LikelyCause: Email went to spam or the invitation expired. Action: Ask the user to check spam/junk folders. If the invitation expired, use the re-invite flow see 'Re-invite member'. Note: The modal title is 'Invite members'. Use 'Cancel' or the 'x' to abort. If you cannot submit, check permissions and network connectivity.

Last updated on Aug 27, 2026

I confirmed 'Remove member' but they still appear in the list — what should I do?

Short Answer: Refresh the Team page, check for permission or network errors, and retry removal. If the member still appears, contact support for help. PreRequisites 1. Be signed in 2. Open Settings > Team Steps 1. After confirming removal in the 'Remove member' modal, refresh the Team page. The list reloads and the member should no longer appear. 2. If the member remains, try the removal again by clicking the trash icon and confirming. Second attempt may succeed if the first failed due to network issues. 3. Check that your session is active and you have permission to remove members; sign out/in if necessary. Permission or session problems are resolved. 4. If removal still fails, gather screenshots and contact support for assistance. Support can investigate server-side issues or permission blocks. Troubleshooting 1. No error message displays and the member remains. LikelyCause: Silent network failure or background job did not complete. Action: Refresh the page, check network, and retry. If repeated, report to support with time and affected email. 2. You see an error about permissions when attempting removal. LikelyCause: Your account lacks permission to remove that member. Action: Ask an admin with the proper permissions to remove the member or to grant you permission. Note: The 'Remove member' modal includes the member's name and email for verification before deletion.

Last updated on Aug 27, 2026

How can I check a suspicious IP address or Location shown in Access logs?

Short Answer: Find the event row in Access logs, note Date, User and Action, copy the IP address and investigate further external IP lookup or escalate to your security team. PreRequisites 1. Open 'Settings' > 'Security' > 'Access logs' 2. Access to an external IP lookup tool or security contact Steps 1. Open 'Access logs' and locate the row with the suspicious 'IP address'. Row with the IP for example '192.108.1.1' is visible. 2. Note the row’s Date, User and 'Action' e.g., 'New device' or 'Incorrect password'. You have context for the suspicious access. 3. Compare the 'Location' shown to the user's normal location or expected region. A mismatch is flagged for follow-up. 4. Copy the IP address and run an external IP lookup or share details with your security/admin team for further analysis. You obtain additional geolocation/ASN information about the IP. 5. If the IP is confirmed suspicious, follow your incident response steps for example, require password reset, revoke sessions, block IP. Appropriate containment steps are initiated by your security team. Troubleshooting 1. Location shown looks incorrect different country than expected. LikelyCause: IP geolocation is approximate or user may be using VPN/proxy. Action: Verify with the user whether they were using a VPN; perform an external IP lookup for more detail. 2. IP in logs is internal or appears masked. LikelyCause: Network NAT, proxy or private addressing may mask the true client IP. Action: Coordinate with your network/security team to trace the source or request additional logs. Note: Access logs give the evidence IP, timestamp, Action you need to escalate; additional investigation often happens outside this page.

Last updated on Aug 27, 2026

How do I view Access logs?

Short Answer: Open Settings > Security and select the 'Access logs' tab to see recent sign-in events with Date, User, Action, IP address and Location. PreRequisites 1. Signed in to your account 2. Permission to view Settings / Security in the left sidebar Steps 1. In the left sidebar, click 'Security'. The Security page opens and the 'Access logs' subtab is visible. 2. Click the 'Access logs' tab if it isn’t already selected. A table appears with columns 'Date', 'User', 'Action', 'IP address' and 'Location'. 3. Scan the table rows to review events Date, User, Action, IP address, Location. You can see entries such as 'New device', 'Recognized device', 'Incorrect password', and 'MFA failed'. 4. Use your browser's find Ctrl+F / Cmd+F to quickly locate a specific User name on the page. All matches for the searched name are highlighted in the table. Troubleshooting 1. I don’t see 'Security' in the left sidebar. LikelyCause: You may not have permission to view Settings / Security or the account layout differs. Action: Confirm you are signed in and ask your account administrator to grant access to Security. 2. The Access logs table is empty. LikelyCause: There may be no recent sign-in activity for the selected account. Action: Confirm recent sign-in attempts occurred; check again later or verify the correct account is selected. 3. The Access logs page does not load or shows an error. LikelyCause: Network issue or temporary server error. Action: Refresh the page and try again; if the issue continues, report it to your technical support team. Note: The page shows events in a table under 'Access logs' see the highlighted tab.

Last updated on Aug 27, 2026

What do the Action statuses 'New device', 'Recognized device', 'Incorrect password' and 'MFA failed' mean?

Short Answer: 'Action' describes the authentication event: 'New device' or 'Recognized device' relate to device recognition; 'Incorrect password' and 'MFA failed' indicate authentication failures. PreRequisites 1. Access the 'Access logs' tab under 'Security' Steps 1. Open 'Security' → 'Access logs' and locate the 'Action' column. You can see Action values and their icons for each event. 2. Interpret 'New device' as a sign-in from a device not previously associated or recognized for that user. Row labeled 'New device' indicates a first-time or unrecognized device. 3. Interpret 'Recognized device' as a sign-in from a previously seen or trusted device. Row labeled 'Recognized device' indicates the device was known to the system. 4. Interpret 'Incorrect password' as a failed password authentication attempt. Row labeled 'Incorrect password' indicates the password was rejected. 5. Interpret 'MFA failed' as a failed multi-factor authentication challenge. Row labeled 'MFA failed' indicates the multi-factor check did not succeed. Troubleshooting 1. A 'New device' event appears that you don’t recognize. LikelyCause: A new device accessed the account or device recognition data was cleared. Action: Verify with the user; if unauthorized, follow your organization's account recovery and security procedures e.g., secure account, require password reset, reconfigure MFA. 2. You see many 'Incorrect password' entries in quick succession. LikelyCause: Incorrect credentials entered repeatedly or an automated brute-force attempt. Action: Confirm whether the user forgot their password; if unauthorized, escalate to security/admin to lock or reset the account per your policy. 3. A legitimate user reports 'MFA failed' but they used the correct code. LikelyCause: User’s MFA device time may be out of sync or their MFA method is misconfigured. Action: Have the user re-sync their authenticator app or use backup/recovery options according to your organization's MFA procedures. Note: Use the Action value together with Date, IP address and Location to assess risk.

Last updated on Aug 27, 2026

Why am I seeing multiple 'Incorrect password' or 'MFA failed' entries for the same user and what should I do?

Short Answer: Repeated failures can mean incorrect credentials, MFA issues, or automated attacks — note the Date, IP and Location and follow your security procedures to verify and secure the account. PreRequisites 1. Open 'Settings' > 'Security' > 'Access logs' 2. Ability to contact the affected user or your security/admin team Steps 1. Open the 'Access logs' table and locate rows for the affected User with 'Incorrect password' or 'MFA failed'. Identify all recent failure rows for the user. 2. Record the Date, IP address and Location for those rows take screenshots if needed. You have timestamps and IPs documented for investigation. 3. Ask the user whether they attempted to sign in; if yes, guide them to verify credentials and MFA; if not, treat as suspicious. You determine whether attempts were legitimate or likely malicious. 4. If attempts appear malicious, escalate to your security/admin team to secure the account reset password, revoke sessions, investigate IP. Account containment measures are initiated by admin per policy. 5. Keep the Access logs data and timestamps for your incident report or support ticket. You have the necessary evidence for follow-up. Troubleshooting 1. Failed attempts come from the same IP repeatedly. LikelyCause: Automated attack or repeated login attempts from the same source. Action: Block or rate-limit the IP at the network/firewall level and notify security/admin to investigate. 2. A legitimate user cannot pass MFA and shows multiple 'MFA failed' rows. LikelyCause: User’s authenticator is out of sync, lost, or misconfigured. Action: Have the user reconfigure MFA or use backup codes; involve admin if a recovery is needed. 3. All failure events show the same exact timestamp or other duplicate data. LikelyCause: Log ingestion or display issue. Action: Refresh the page and re-check; if duplication persists, collect screenshots and report to technical support. Note: Follow your organization's incident response playbook for account compromise; Access logs provide evidence timestamp, IP, location.

Last updated on Aug 27, 2026