What is a ScreenCloud login, user or account issue?
Which type of issues are commonly considered to be login and access issues?
Account appears empty or content is missing after logging in
Stuck on the Account Settings, My Account, or Update Info page
Navigation menu (Screens, Channels, Playlists) is hidden or un-clickable
Accepted an invite but can't see any data
Invitation email not received or invite link not working
"Email address is already in use" error when accepting an invite or signing up
Being redirected to Sign Up instead of Log In
Login page stuck on a spinning wheel or white screen
For browser glitches, UI bugs, or pages not loading correctly in ScreenCloud Studio, refer to Troubleshooting ScreenCloud Studio: CMS Glitches, UI Bugs, and Browser Issues.
Scenario 1: Your account appears empty
How to tell: You can click menus like Screens or Channels, but they are completely empty. You may have seen a "Name your Organization" prompt when you logged in, or you may have accidentally used Sign Up instead of Log In, creating a second empty account.
Common causes:
Logging in with a different method than usual (e.g. Google instead of email/password)
Selecting the wrong region (US vs EU) at login
Accidentally creating a duplicate account
If you see a "Switch Organization" option:
Click your User Profile (bottom-left corner)
Select Switch Organization
Choose your original organization from the list
Contact ScreenCloud Support to delete the empty duplicate
If you do NOT see a "Switch Organization" option:
Log out of ScreenCloud
Clear your browser cache for screencloud.com
Log back in — make sure you select the correct region (US or EU) and use the same login method as your original account (email/password, Google, Microsoft, or SSO)
If the account is still empty, contact ScreenCloud Support to identify and remove the duplicate
Scenario 2: You're stuck on the account settings page
How to tell: You're stuck on the My Account, Account Settings, or Update Info page. The main navigation (Screens, Channels, Playlists) is either hidden or un-clickable, even though you can see your organization's name in the top banner.
Cause: Your user account has not been assigned to a Group. Groups control what content and features you can access in ScreenCloud. This commonly happens when a user joins via an invite link but the admin hasn't completed the group assignment.
Fix:
Contact your Account Owner or Admin and ask them to assign you to a Group
Once assigned, refresh your browser and the full navigation menu should appear
If you don't know who your Admin is, contact ScreenCloud Support and we can identify the Account Owner for you
Scenario 3: Stuck on a spinning wheel or white screen when logging in
Refer to the help steps from Troubleshooting ScreenCloud Studio: CMS Glitches, UI Bugs, and Browser Issues
Scenario 4: You accepted an invite but can't see any data
If you accepted an email invitation but the account appears empty or restricted, there are two likely causes:
i) Group permissions: Your account may have been set up with restrictive group permissions, limiting what you can view or do. Ask your Admin to review and update your Group permissions.
ii) Accidentally created a new trial instead of accepting the invite: If you signed up at screencloud.com instead of using the invitation email, a separate empty account will have been created with your email address.
To resolve this, contact ScreenCloud Support with:
The email address you used to sign up for the trial
The name of the trial account you created
The name of the ScreenCloud organization you were invited to
We will delete the duplicate account and confirm or resend your invitation. Once resolved, use the original invitation email to accept and avoid any Sign Up buttons going forward.
Scenario 5: You can't find your invitation email
Check your Spam/Junk, Promotions (Gmail), or Clutter/Other (Outlook) folders and search for "ScreenCloud" and "invitation" across all mail
Invitation emails come from
[email protected],[email protected],[email protected], or[email protected].
Make sure your company adds these to your safe senders listAsk your ScreenCloud account Owner or Admin to remove the pending invite and resend it to the correct email address
If you still haven't received it, contact ScreenCloud Support with your email address, organization name, and when the invite was last sent
Scenario 6: You're seeing an "Email already in use" error
Error messages:
Email address is already in use
Email is already registered with ScreenCloud
These error appears when you try to create a new account or accept an invite with an email that already has a ScreenCloud login.
i) Forgotten login method: Try signing in with each social login option you use, such as Google, Microsoft, or LinkedIn. If none work, try resetting your password (note: you'll only receive a reset email if your account was created with ScreenCloud's custom login with email and password). If your account was set up via SSO, contact your IT team.
ii) Switching login methods: If your team deleted your user and resent an invite to change your login method, the new invite will still be tied to your original login method. Contact ScreenCloud Support for help switching login methods.
Scenario 7: Your invite link isn't working
Open the invite link in an Incognito or Private browsing window to avoid cached sessions interfering
In the same incognito session, open the invite link again after logging in so it correctly adds you to the team
Make sure your browser is up to date and clear cache/cookies if the login button is unresponsive
Log out of any other ScreenCloud accounts to avoid accidentally creating a new account instead of joining the existing one
Scenario 8: You're being redirected to Sign Up instead of Log In
Make sure you are signing in to the correct server for your account:
If unsure, go to auth.screencloud.com, as it will redirect you to the correct region. Do not proceed if you see Sign Up on the login buttons.
If the issue persists, contact ScreenCloud Support with your email address and a screen recording of the login issue.
Example of invitation email and steps to access the organization
The account you have been newly invited to is marked with an Invite label, and you can click Accept to login and create your profile.
Example of Sign Up page where you might create an account by accident instead
Scenario 9: A newly added admin can't see any screens or content
This usually happens when the user is viewing the wrong Space.
Fix:
Look for the Space selector in the top-left corner of ScreenCloud Studio
Switch to the Space that contains your screens and content
Scenario 10: You can't access, see or edit certain areas or items in your organization or account
If you can log in to ScreenCloud but cannot access or manage screens, channels, playlists, billing, or other areas of your account, this is most likely a permissions issue. Access to content and features in ScreenCloud is controlled by the Groups and Spaces you are assigned to.
Fix:
Contact your Account Owner or Admin and ask them to review your Group and Space permissions
Once your permissions have been updated, refresh your browser and try again
If you don't know who your Admin is, contact the ScreenCloud support team and we can identify the Account Owner for you
Scenario 11: Not receiving a password reset email
You might have set up your login with Google, Microsoft, LinkedIn, or SSO. However, if you test these logins and find that this is not the case, your email may only be set up to receive account and billing emails rather than as an active login. To confirm this, ask someone in your organisation who uses ScreenCloud to check if your email is listed under People, or contact the ScreenCloud support team.
For admins: If a user on your account can't log in
Forgotten password: Direct them to use the Reset Password option on the login page. If they don't receive a reset email, they likely signed up using Google, Microsoft, or LinkedIn and not email and password.
Reset a users login method: Contact the ScreenCloud Support team for assistance with this. We will remove the user from the account and clear their existing login data. Once this is done, you can re-invite them and they will be able to set up a new login method from scratch.
SSO users: Ensure the user is correctly provisioned in both your SSO provider (e.g. Okta, Azure AD) and your ScreenCloud account with the correct role or group. If not set up correctly, accepting an SSO invite may create a new empty trial account instead. Remove and re-invite the user through your SSO system to resolve this.
"Access denied" error: This is usually caused by network restrictions. Ask the user to try logging in on a mobile hotspot or different network. If it works there, their work network is blocking ScreenCloud and your IT team will need to update the network settings using this guide.
Preventing these issues
For admins:
Assign users to Groups, Spaces, and roles as soon as they are invited and before they log in for the first time
Send a request to ScreenCloud Support to remove or archive duplicate accounts promptly to avoid users being routed to the wrong account at login
If a user's account is linked to a deactivated email address, contact ScreenCloud Support for assistance with removing it. Once removed, you can re-invite them using their new email address.
For all users:
Always use Log In, not Sign Up, when accessing an existing account
Use the same login method every time (e.g. always use Google, or always use email/password)
If you have more than one ScreenCloud account, open invite links in an Incognito window to avoid session conflicts
Have you also been experiencing issues with other areas in ScreenCloud? If yes, please review the ScreenCloud Troubleshooting Guide to see if the provided steps might help to resolve your issue.