| Applicable to | Centro QMS/QMS Starter, Centro KMS, Centro ESSENTIALS |
| NOT applicable to |
Quick answer: Most sign-in problems are fixed by signing in at your organisation's own web address, refreshing the sign-in page properly (Ctrl + F5), and trying an incognito window in Google Chrome. If you or a staff member sees a specific error message, find it below.
Start here
1. Use your organisation's own web address. Sign in at yourorganisation.centroassist.com.au, not through the Sign in button on the Centro ASSIST website, and bookmark it. Check the full email address is typed correctly and is the one the account was set up with. This is often a work email rather than a personal one.
2. Refresh the page properly. On the sign-in page, press Ctrl + F5 (Windows) or Cmd + Shift + R (Mac). To clear cookies and cached files, see Something isn't showing or updating: how do I refresh Centro ASSIST properly?
3. Try an incognito or private window. In Chrome or Edge, press Ctrl + Shift + N (Windows) or Cmd + Shift + N (Mac). If it works there, the problem is the browser's saved data or an extension such as an ad blocker.
4. Use Google Chrome. Chrome is our recommended browser. See Supported browsers.
5. Reset the password. Use Forgot password on your organisation's sign-in page. New passwords need a capital letter, a number and a special character. See Reset Password.
| Tip |
| If your organisation uses Microsoft single sign-on, sign in with the Microsoft option rather than a Centro ASSIST password. See Single sign-on (Microsoft 365 / Entra ID): common questions. |
"You are unauthorised. Contact an Administrator."
This usually happens when someone signs in through the Sign in button on the Centro ASSIST website instead of your organisation's own web address. Sign in at your own address, then work through the steps above.
Other causes:
- There's no active account for the email address entered. The person may have been set up under a different email address. Check under People > Users.
- Your organisation has moved to a new or replacement web app and the person is using the old address. Their account may still exist on the old web app but no longer be active there.
- Your organisation's web app has been closed. See "An organisation couldn't be found" below.
"Only activated users can sign in here. Contact an Administrator to be re-activated."
The user account exists but isn't activated. This happens when:
- the account was deactivated, for example when the person left or changed roles
- the person was added after your organisation reached its user limit, or was uploaded in bulk without being activated
- the account was created automatically the first time the person signed in with Microsoft
- the person has more than one account (for example under a personal and a work email) and is using the one that isn't active.
To fix it, go to People > Users, open the user, tick Activated and click Save, then send them a password reset. Users who sign in with Microsoft can sign straight in. See Manage Users. If you've reached your user limit, contact us to increase it first.
"An organisation couldn't be found, please contact an administrator."
The web address used doesn't match an active Centro ASSIST web app. Either:
- The address is wrong or out of date, for example a typo, an old bookmark, or the address of a replaced web app. In the mobile app, enter only the first part of your web address (for example yourorganisation), not your full company name.
- Your web app has been closed, for example because the subscription was cancelled or a renewal invoice wasn't paid. Nobody in your organisation can sign in until the subscription is active again. Contact us and we'll help you get it turned back on.
"Email address or password not recognised"
The password is wrong, or the email address doesn't match the one on the account. Check the email address under People > Users and use Forgot password to set a new password.
"Unsupported browser" or "Browser not supported"
The link has probably opened inside an email app's built-in viewer or an out-of-date browser. Copy the link into Google Chrome, Microsoft Edge or Safari, ideally on a computer. See Supported browsers for the versions we support.
On a phone, staff should use the Centro ASSIST app. Using Centro ASSIST in a phone's web browser isn't supported. Password reset links still open in the phone's browser. If the page doesn't fit, turn on Request desktop site in the browser menu or turn the phone sideways, then go back to the app to sign in.
Password reset or invitation emails aren't arriving
Work through Email Invitation Troubleshooting first. If the email still doesn't arrive:
- Check the email address on the user's profile under People > Users. A small typo, such as a missing ".au", means the email goes nowhere. A reset email is only sent if there's an account for that email address.
- Ask us to check whether the address is blocked. If emails to an address have bounced in the past, our mailing provider may stop sending to it. This is the most common reason reset and invitation emails don't arrive. Email us the address and we'll check the delivery log and remove the block.
- Moving someone from a personal to a work email? Change the email address on their profile, then send a password reset to the new address. If your organisation uses Microsoft sign-in, change it in Microsoft 365 instead.
Nothing happens when clicking Sign in
Turn off ad blockers and other browser extensions, press Ctrl + F5, and try Google Chrome on a computer. If it still doesn't work, send the user a password reset from People > Users, or contact us and we can set a temporary password.
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Still need help?
Email support@centroassist.com.au or call 1300 420 171. Please include your organisation's Centro ASSIST web address (for example yourorganisation.centroassist.com.au) and a screenshot if you can.
If your Centro ASSIST subscription is through Ageing Australia, please contact Ageing Australia Quality Systems at quality@ageingaustralia.asn.au.