| Applicable to | Centro QMS/QMS Starter, Centro KMS, Centro ESSENTIALS |
| NOT applicable to |
Quick answer: Most sign-in problems are fixed by clearing your browser cache (press Ctrl + F5 on the sign-in page), trying an incognito window and using Google Chrome.
Work through these steps
1. Check you're using the right web address and email. Make sure you're on your organisation's sign-in page (yourorganisation.centroassist.com.au) and that you've typed your full email address, including the ending such as ".com.au". Your account may be under your work email rather than a personal one.
2. Refresh and clear the cache. On the sign-in page, press Ctrl + F5 (Windows) or Cmd + Shift + R (Mac). If that doesn't help, clear your browser's cookies and cached files: in Chrome or Edge go to the three dots > Settings > Privacy and security > Clear browsing data, choose All time, tick Cookies and Cached images and files, then click Clear data.
3. Try an incognito or private window. In Chrome or Edge press Ctrl + Shift + N (Windows) or Cmd + Shift + N (Mac). In Firefox press Ctrl + Shift + P. If you can sign in there, the problem is your browser's saved data.
4. Use Google Chrome. Chrome is our recommended browser.
5. Reset your password. Click Forgot password on the sign-in page. New passwords need a capital letter, a number and a special character. After resetting, go back to your organisation's sign-in page and sign in with the new password.
| Tip |
| If your organisation uses Microsoft (Azure) single sign-on, sign in with the Microsoft option rather than a Centro ASSIST password. |
Related articles
- I'm not receiving the password reset email
- Error: "An organisation couldn't be found" when signing in
- Error: "Only activated users can sign in here"
More questions
Nothing happens when I click Sign in or submit my new password. Turn off ad blockers and other browser extensions, press Ctrl + F5, and try Google Chrome on a computer. If it still doesn't work, try another browser or device. Your administrator, or our support team, can also set a temporary password for you.
It says "Email address or password not recognised". The password is wrong, or the email you typed doesn't match the one on your account. Check you're using the right email (for example your work address) and use Forgot password.
It says "You are unauthorised". See Error: "You are unauthorised" when signing in.
It says my browser isn't supported. See Error: "Unsupported browser" or "Browser not supported".
My status says "Invited". What does that mean? You've been added and sent an invitation, but haven't set a password and signed in yet. Ask your administrator to send a new password reset if you can't find the invitation.
I use Centro ASSIST with two organisations. See I work for two organisations that use Centro ASSIST: how do I sign in to each?.
Still need help?
Your organisation's Centro ASSIST administrator manages user accounts, so please contact them first. This is usually someone in your management or quality team. If you don't know who it is, ask your manager.
If your administrator can't fix the problem, they can email support@centroassist.com.au with your organisation's Centro ASSIST web address and we'll help.