This support document will focus on the common issues users may face when they are having trouble logging into their platform and the advice we would give to help them gain access.
Using the correct URL when logging into the platform
Ensure you are using the correct Data Centre URL, when trying to login to your platform or perform a password reset.
A common scenario users may face when trying to gain access to their platform, is not using the correct login page. ISMS.online has 4 different data centres throughout its operation. These are UK, APAC, USA and EU. Each one will have a slightly different URL, depending on their location.
- UK - companyname.isms.online
- APAC - companyname.r2.isms.online
- USA - companyname.r3.isms.online
- EU - companyname.r4.isms.online
If you don't currently have a custom subdomain, the URL for the above will be the same but will show platform instead of companyname. (See more about Custom Subdomains at this link.)
- If you try to login to platform when you have a custom domain set up, you will be automatically redirected if you are on the correct Data Centre.
- To confirm which data centre you are on, check your original welcome email or alternatively, contact your CSM.
- It is worth noting that a company based in the USA may not necessarily be on the USA data centre. A company may have a different preference as to where their data is kept, to comply with their own policies and procedures.
- When you have confirmed the correct login URL, we recommend all users add this to their bookmarks/favourites for easy access in the future.
Whitelisting the Notifications email
If you are on the correct Data Centre but are still not receiving your password reset email, please check your spam folders and ensure the notifications email is whitelisted with your IT team. The email for the corresponding data centres are as follows -
Tips
If you haven’t received your email within 15 minutes and your local IT team has confirmed there is nothing in their filters, please get in touch with support, we can be reached by:
1. The purple live Chat button in the bottom right corner of your platform.
2. Emailing: support@isms.online