Sign In Error: User not found

Sign In Error: User not found

When attempting to log in to Nextere, you may encounter a "User not found" error. This typically occurs when the application is pointing to the wrong Tenant ID. Follow this guide to verify and update your tenant settings to regain access.

Prerequisites

• Ensure you have the Tenant Name/ID provided in your "Welcome" or "Onboarding" email.

• Check that you are using the correct email address associated with your account.
  

On the login screen, locate the tenant indicator. If the current tenant does not match your organization, click the Switch button.

Click into the Tenant input field and delete any existing text. Carefully enter the correct Tenant ID provided by your Onboarding Team.

After entering the correct ID, click Save. This will update the login portal to search for your credentials within the correct organizational database.

You will be redirected to the standard login view. Click on the Email or Username field and enter your credentials.

If Issue Persists (Hard Refresh)

If the "User not found" error appears again despite the correct tenant, perform a hard refresh to clear the browser cache for this page:

• Windows: Press F5 or Ctrl + F5.
  

• Mac: Press Command + option + R.

Important Note

Tenant IDs are case-sensitive and must not contain spaces. Always double-check your onboarding documentation to ensure the ID is entered exactly as provided.

FAQ

1. What is a "Tenant"?

A tenant is a unique identifier for your organization’s private instance of the platform. Think of it as the "address" of your company’s data on servers.

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2. I entered the correct tenant but still see "User not found." Why?

This may happen if your user profile hasn't been fully activated yet or if there is a typo in your username. Verify your username with your manager or the Onboarding Team.

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3. Do I have to enter the Tenant ID every time I login?

No. Once you click Save, your browser will typically remember the tenant via cookies. However, if you clear your browser cache or use a private/incognito window, you may need to re-enter it.

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