| Applicable to | Centro QMS/QMS Starter, Centro KMS, Centro ESSENTIALS |
| NOT applicable to |
First access to the Centro web app is always initiated by an email. Organisation administrators will get an email from Centro ASSIST when they register, which will provide instructions for setting up their account and becoming a Centro administrator. Once they have set up their account, Centro administrators can add their staff as new users on the Centro ASSIST web app. Each new user will receive an invitation email, which will enable them to log on to the web app.
This guide provides troubleshooting tips for Centro administrators and new users.
|
Tip |
|
It can take us a few hours to verify your details and enable account access so please allow up to one business day to receive your login. |
I have not received an email
If you have not heard from us within one business day or have not received an invitation from your Centro administrator, please consider doing the following:
1. Check your junk folder.
You may have a plugin or filter that has directed the email into your junk folder. If you find the email in this folder, it may be helpful to mark the email as ‘not junk’.
2. Clean out your inbox.
In some cases, if your inbox is full you will not be able to receive new messages. To make room in your inbox, try emptying your junk folder. If you are using Outlook.com, using the Sweep function may also help.
3. Check your inbox sorting or filter options.
If you have applied any filters to your inbox, the order of your emails may be different from the usual. Make sure your inbox is sorted to view the newest emails on the top.
4. If you are using Outlook.com, check the Other tab.
If you have a focused inbox, it will separate your emails. The email may be located in the Other tab.
5. Check email forwarding.
If you have set up email forwarding, check that it is set up correctly.
6. Make sure your account is not blocked
In some cases, your account could be blocked because your email client may have noticed unusual sign-in activity. If your account is blocked, you will not be able to send or receive emails.
7. Consult your IT administrator
Contact the IT administrator or manager of your network to check if any email types (e.g. automated emails) have been blocked.
8. Contact your Centro administrator
If you are a staff member expecting an email from the Centro administrator in your organisation, contact your administrator and they may assist you with diagnosing the issue.
My Centro ASSIST invitation won’t send
If you encounter an error or a staff member informs you that they have not received their Centro ASSIST invitation email, please consider doing the following:
1. Check that you have entered the recipient's email address correctly
Ensure the staff member’s member has been entered without typos.
2. Resend the invitation
Send the email again and check whether the staff member is able to receive the email. If required, ask the staff member to troubleshoot their email account.
3. Clean out your inbox.
In some cases, if your inbox is full you will not be able to send or receive new messages. To make room in your inbox, try emptying your junk folder. If you are using Outlook.com, using the Sweep function may also help.
4. Make sure your account is not blocked
In some cases, your account could be blocked because your email client may have noticed unusual sign-in activity. If your account is blocked, you will not be able to send or receive emails.
5. Consult your IT administrator
Contact the IT administrator or manager of your network to check if there are any other issues that could be causing the problem.