Sign-in issues

This page covers the most common sign-in issues and their solutions, without needing to contact support.

I am not receiving the password reset email

Check your spam and junk mail folders — automated emails are sometimes filtered.
Wait 5 minutes — during high load, the email may take a few minutes.
Verify the email address you entered — make sure you entered exactly the same address used at registration.
Try again — go back to the sign-in page, click Forgot password, and re-enter your email.
If no email is received after 15 minutes, contact support at support@synkriaops.com specifying your email address.

Invitation links sent by a file ADMIN are valid for 7 days. After this period, the link displays “This link has expired.”

Solution:

Contact the ADMIN of your SynkriaOps file (your employer, your firm, or the accountant who invited you).
Ask them to resend an invitation from Settings → Users → Reinvite.
A new invitation valid for 7 days will be sent to you.

After several incorrect sign-in attempts (anti-brute force protection), your account is temporarily locked.

Solution:

Wait 15 minutes: the lock is lifted automatically.
Contact support: if you need immediate access, write to support@synkriaops.com specifying your email and the approximate time of the lockout.

If the “Session expired” message appears as soon as you sign in, or returns after a few seconds, several causes are possible:

Cause	Solution
Browser extension blocking cookies	Try in private browsing (Ctrl+Shift+N on Chrome) — if it works, an extension is blocking cookies; disable it for app.synkriaops.com
Corrupted browser cache	Clear cache: Chrome → Settings → Privacy → Clear browsing data → check “Cached images and files”
Incorrect system clock	JWT tokens are time-sensitive — verify that your computer’s clock is synchronized
Multiple simultaneous tabs	Signing out in one tab signs out all tabs — sign back in on the active tab

If you are signed in but some modules are greyed out or show “Insufficient permission”:

Cause	Check	Solution
VIEW role	Your role only gives read access	Ask the file ADMIN to change your role
ACCOUNTANT role	Limited access — no advanced exports or validation	Check with ADMIN if a higher role is appropriate
Subscription plan	Some modules are only available on PRO or FIRM plans	Check the subscription in Settings → Subscription
Archived file	No entry is possible on an archived file	Check with ADMIN whether the file is active

See: Understanding roles for detailed permissions by role.

Check your internet connection — SynkriaOps requires a stable connection (minimum 1 Mbps recommended).
Force reload — Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac) to clear cache and reload.
Clear browser cache — Browser settings → Clear browsing data.
Try another browser — Firefox, Chrome, Edge are all supported.
Check service status — visit https://www.synkriaops.com/status to see if maintenance is in progress.

Error displayed	Cause	Solution
”Incorrect email or password”	Wrong credentials	Verify the exact email and password; use “Forgot password"
"This link has expired”	Expired invitation or reset link	Request a resend from ADMIN or support@synkriaops.com
”Account not found”	Email not registered in SynkriaOps	Check the email or ask the ADMIN to invite you
”Access denied to this file”	Your account is not linked to this file	Contact the file ADMIN