Start with the correct sign-in path
Before resetting a password or MFA, confirm where the user should sign in:
MSP/admin users sign in at admin.hatz.ai.
Customer or tenant users sign in through the tenant's Hatz subdomain.
If the tenant uses SSO/SAML, the user should use the SSO sign-in path. Password reset and password-based login may be unavailable for SSO-managed accounts.
If the user sees a tenant access or permission message after a successful login, confirm they are using the correct URL and that their user record is assigned to the expected tenant or admin organization.
OTP and password recovery issues
Password recovery sends a one-time verification code to the user's email address. The code is entered on the OTP verification page before the user sets a new password.
If the code does not arrive, ask the user to check spam, quarantine, and any mail filtering rules, then use Resend code.
If the page says the code is invalid or expired, send a new code and use the latest email. Older codes may no longer work after a resend.
If the recovery flow was opened on the wrong tenant subdomain, restart from the correct sign-in URL so the reset completes in the user's tenant.
If the user still cannot receive or verify the code, collect the user's email, tenant or admin URL, approximate time, and screenshot of the user-facing error, then contact support.
Troubleshooting for ACTIVE Admin users
If you need to reset a password or MFA for an Admin user (someone in your organization who logs in via admin.hatz.ai) then follow these steps:
Log into admin.hatz.ai
Go to Settings > Users and Roles
Click the three dots next to their status.
Select "Send Reset Password Link" or "Reset MFA"
The user will then receive an email with instructions to reset their password for admin.hatz.ai, or they can log in and it will prompt them to re-enroll in MFA.
Troubleshooting for INACTIVE Admin users
If you have sent an invite to someone from your organization to grant them Admin access, but they didn't receive it / it expired / something else and you need to resend it, follow these steps:
Log into admin.hatz.ai
Go to Settings > Users and Roles
Click the three dots next to their status.
Select "Resend Invite"
The user will then receive an email with instructions to set up their login for admin.hatz.ai
Troubleshooting for ACTIVE Customer users
If you need to reset a password or MFA for a customer / tenant user (someone who does NOT log in via admin.hatz.ai, but who DOES log in via your subdomain) then follow these steps:
Log into admin.hatz.ai
Go to Tenants > Click on the tenant where the user sits
Click the three dots next to their status.
Select "Send Reset Password Link" or "Reset MFA"
The user will then receive an email with instructions to reset their password for subdomain.hatz.ai or they can log in and it will prompt them to re-enroll in MFA.
Troubleshooting for PENDING Customer users
If you have sent an invite to someone from a tenant to grant them access to your subdomain, but they didn't receive it / it expired / something else and you need to resend it, follow these steps:
Log into admin.hatz.ai
Go to Tenants > Click on the tenant where the user sits
Click the three dots next to their status. You have 2 options:
Select "Resend Invite"
The user will then receive an email with instructions to set up their login for your subdomain under the correct tenant
Select "Generate Access Link"
This will give you a URL you can copy and send directly to the invitee, in case the email invite is getting caught in spam
The user will then receive an email with instructions to reset their password for admin.hatz.ai
