Use this reference when an Accounts form refuses an entry. Each person manages their own identity and security. Organisation administrators manage invitations and product-role grants. Do not put passwords, authenticator secrets, recovery codes or invitation links into a Help search or support note.
Security and team fields
| Field or control | What to enter | Checks and limits | If it is refused |
|---|---|---|---|
| Current password | Your own current password on Change password | The current password must match this signed-in identity. | Use your account's supported password-reset route if necessary. Do not ask an administrator to learn or enter your password. |
| New password | A new password meeting the displayed rules | At least 12 characters and at most 72 UTF-8 bytes; no null characters. A character can use more than one byte, so a long non-ASCII password can exceed the byte limit before 72 characters. | Choose a different password within both limits. Never paste the refused password into a support message. |
| Repeat new password | The same new password again | It must match the New password value exactly. | Re-enter both deliberately. After a successful password change, existing sessions and product tokens are revoked and you sign in again. |
| Authenticator code | The current code from this account's authenticator | Six decimal digits. Preserve a leading zero. The single code field may be drawn as six boxes. | Check the intended account and current code, then follow the displayed refusal. Repeated stale codes do not become valid through retrying. |
| Recovery code | One of your unused private recovery codes, through Use a recovery code instead | Each code is for one use. Replacing recovery codes changes the available set. | Use another unused current code or the approved account-recovery process. Do not share a code or type it into the authenticator-code boxes. |
| Employee name on Invite an employee | The person's own identifying name | Required text, at most 100 characters. | Correct the name without substituting a shared identity. Inviting an existing SmartFACT user preserves their identity and other memberships. |
| Email address on Invite an employee | The person's actual email address | Required valid email, at most 254 characters. | Correct the address and check the invitation's retained status. Do not keep creating invitations because delivery has not yet been confirmed. |
| Organisation role and Membership | The intended role and active/invited/disabled membership state for another person | You cannot change your own organisation role/membership in this editor. The organisation must retain an active administrator. | Ask another eligible administrator to make a justified change. Do not disable the last administrator to work around a refusal. |
| Product role checkboxes | The roles that person actually needs in the enabled product | Owner follows organisation administration and is not an ordinary editable checkbox. Seats and product availability still apply. | Check central grants and the product's local restrictions separately. Assigning all roles does not waive independent review or an operational hold. |
Understand the confirmation you are answering
The authenticator and recovery-code forms are separate alternatives. Confirm it's you can be requested by a product or an organisation policy; the page explains which. A product's sensitive-action window can differ from the organisation policy window. Use the confirmation actually requested and recheck the intended action afterwards.
A saved invitation is not the same as active membership or confirmed email delivery. Read the status beside the intended person. The person still needs to complete the offered identity steps and accept their organisation invitation; product working roles are assigned separately.
If an entry is correct but access is still refused, retain the product, organisation, requested task and displayed message. Access problems separates identity, membership, grants, site restrictions and plan issues. Security explains personal account protection, and manage access covers the administrator's workflow.