Changing or updating your ScreenCloud account password
You can change or update your ScreenCloud password at any time by visiting your Account Settings > My Account and clicking on the update password option under Email Preferences > Password. This is only available if you have set up login with email and password.
Once you click on the Update Password button, you'll receive an email to the address on file with instructions on how to change your password.
From your email, you'll be prompted with a link to reset your account password.
Enter your new password and click Reset password to verify the change on your account.
If you used Google, LinkedIn, Microsoft, or SSO to sign up for ScreenCloud, you'll need to change your password directly through that service. We won't send a separate password reset email.
Lost or forgot my ScreenCloud password, how can I reset it?
You can reset your password by clicking on the Forgot password? after the Continue with email option while trying to sign into your ScreenCloud account.
Enter a valid email address used to sign into your ScreenCloud account and click Send instructions. You'll receive a verification that an email has been sent to your inbox.
Visit your inbox to reset your password using the link provided.
Enter your new password and click Reset to verify the change.
If you used Google, LinkedIn, Microsoft, or SSO to sign up for ScreenCloud, you'll need to change your password directly through that service. We won't send a separate password reset email.
Troubleshooting login issues and errors
You can visit this section to troubleshoot common scenarios and errors you may receive while trying to log in or send the user/team invites with ScreenCloud's service. Here are some tips and guides available for resolving or reaching our support team for assistance on login-related issues:
Log in using the correct portal for your account (Email, Social, or SSO)
As a member of ScreenCloud, you were given the option to either create your account when you signed up either using an email address/password combination, via a social profile or using single-sign-on (SSO).
i) Email address = General login with an email address
If you created your account using the "Sign Up with Email" option, you can only sign into your account using the "Email address" field.
ii) Social provider = login using Google, Microsoft or LinkedIn
If you created your account using the option to sign up using Google or LinkedIn, you can only sign into your account using the Google account you used to sign up for ScreenCloud with. You must click "Login with Google" or "Login with LinkedIn" respectively to access the account.
iii) SSO = single sign-on using auth0
If you created your account using the Single Sign-On (SSO) integration option (https://auth0.com/docs/identityproviders) you'll need to use this method.
You'll receive an error message that the email address is not registered with ScreenCloud in the following scenarios:
Trying to reset Google, Microsoft, LinkedIn, or SSO credentials through our reset portal
You do not have an existing ScreenCloud account under the Google, LinkedIn, or SSO account you're logging in under, you will be rerouted back to ScreenCloud with this error
You do not have an existing ScreenCloud account under the email you submitted
Your email was not invited as a user/team member to an existing ScreenCloud account
Please note, you can't use both methods to log into your account. If you signed up via email/password, you must sign in using the general login portal. If you signed up via Google, you must sign in using your Google account.
Receiving an error that the "Email address is already in use" for invite requests
This error occurs if you already have an account or your email is already in use when trying to create a new account and login. To resolve this, head back to the first login and click Continue with email or with one of the logins for Google, Microsoft, LinkedIn or SSO. If none of the methods work, and you don't remember your login setup, you can contact support to find out. However, a simple way to find if you set up with email and password is to submit a password reset request, for which you will receive an email.
If you are successful in your login, you will be able to see your existing account(s) that your email has access too. An account that you were newly invited to will have an INVITE mark next to it, and you will need to apply your account name and job title when accepting this new invite.
ScreenCloud is stuck on spinning wheel or white screen while trying to log in
If you're stuck on a spinning wheel that continues attempting to load your account, or a white screen while trying to use your Google login, we recommend performing the following troubleshoots.
Tips:
1. Switch to a different web browser: We typically recommend using Google Chrome or Mozilla Firefox as these provide the most powerful and stable experience for ScreenCloud signage. If you are already using either of these browsers, please refer to the next two steps.
2. Refresh your web browser cache: We recommend following the steps to refresh your browser cache by visiting https://www.refreshyourcache.com/en/home/. This should help clear up any glitches you have logging in, or while generally browsing through ScreenCloud and other websites.
3. Clear your web browser cookies: Please note, this will clear stored site data and log you out of websites that you automatically are logged into each time you visit. There is a method to clear cookies just by searching for "ScreenCloud", so you only delete cookies for our website only and do not have to worry about being logged out of all your websites:
Accepted an invite to an existing ScreenCloud account but unable to see data while logged in
This type of issue can occur based on two common scenarios while accepting invites using the People, Groups, and Spaces feature:
i) Group permissions: when you're invited to an existing ScreenCloud record, an owner or administrator has the ability to assign users into specific Groups. If the user invited has been set up with restrictive group permission, they will be unable to view specific data or perform certain actions in the account. Please refer here for more information in case an invited user requires their Group permissions to be changed.
ii) Created a free trial instead of accepting an account invite: when you're invited to an existing ScreenCloud account, you're greeted with an email in your inbox that enables you to set up your login credentials for the account. If you have not used the invite email and have opted to sign up directly at https://screencloud.com, or alternatively may have had trouble using the email invite, then a new ScreenCloud account is created with your email address. For example:
Sample of user-invite email and access setup:
If you're already part of a ScreenCloud organization or have pending invitations, you'll see a page listing all the organizations you can access. Accounts you were newly invited to or haven't accessed yet are marked with an Invite label.
Example of signing up for a fourteen-day free trial:
The account created separately is prompted into a fourteen-day free trial and separate organization from the existing account you're trying to get access to. In order to remove this login, if accidentally created, please reach out to support and provide us with the following information:
The email address that received the invite from your team
The name of the trial account you created accidentally
Re-verify the email address and name of the ScreenCloud organization ScreenCloud you are trying to access
Trying to sign into my ScreenCloud account and am being redirected to sign up for an account
Make sure you are signing into the correct server where you have your ScreenCloud account: studio.eu.screencloud.com or studio.us.screencloud.com. Please sign in with auth.screencloud.com if you are not certain, as it will redirect you.
If you still experience issue and are unable to sign in to your account, please reach out to our support team. Please verify your email address and provide a screen share/video of the login issue and error message you are facing. We will be able to determine the status of your account and how you signed up for ScreenCloud if you're unsure to help verify your account.