FAQ

FAQ: signing in and organizations

Looking for step-by-step instructions? Start with Sign in to Kenseme and Tour of the app.

Signing in

Do I need a separate Kenseme password?

Not necessarily. You can sign in with a Microsoft work account, or with an email address and a password you choose when you sign up. See Sign in to Kenseme.

Why am I asked to verify my email?

Accounts that use an email and password must confirm the address once. Open the verification email, click its link, then sign in again. Microsoft accounts skip this step. See Verify your email address.

The verification email never arrived.

Check your spam folder, then click Resend verification email on the Verify page. If there’s no resend button, click Back to sign in and sign in again.

How do I sign out?

Click your email address at the top right of the header and choose Logout. Closing the browser tab doesn’t sign you out.

Invitations

My invitation email never arrived.

Check your spam folder first. Then ask the admin who invited you to check the address. They can resend the invitation, or copy the invitation link and send it to you another way. It’s the same link. See Accept an invitation.

The invitation has expired, been revoked or been replaced by a newer link. Links expire after two days by default, and resending issues a new link. Ask the admin for a fresh invitation.

You’re signed in with another email. Click Sign out on that page and sign in with the address the invitation was sent to.

I signed in but landed on the setup wizard instead of my team’s organization.

Kenseme didn’t find an invitation for the address you signed in with. The setup page shows which address that is. Ask your admin to invite that address, or sign out and use the invited one. Don’t create a new organization unless you mean to.

Organizations

I signed in and my organization is empty. Is something wrong?

No. A new organization starts empty. Home shows a Finish setting up checklist and a Load sample data button so you can explore straight away. See Your home dashboard.

How do I switch organizations?

Click the organization name in the header, then pick one on the Organizations page. The name is only clickable when you belong to more than one. See Switch between organizations.

Why can’t I open one of my organizations?

It shows Suspended: a Kenseme administrator has turned it off, and only its admins can get in. See Account states and read-only mode.

Why is everything greyed out?

Your organization is read-only, usually because a trial ended or a payment failed. A banner at the top says so. You can still read everything. An organization admin can restore access from Billing & Plan. See Account states and read-only mode.

Why don’t I see Billing & Plan or Organization Settings?

Those appear only for organization admins. Ask an admin in your organization if you need something changed. See Roles in Kenseme.

Your account

How do I change my name or time zone?

Click your email address in the header, choose Account, edit the fields and click Save Changes. See Edit your account profile.

How do I switch to dark mode?

Click the light/dark toggle at the right end of the header. Kenseme remembers your choice in that browser.

Where do I get help?

Ask your organization admin first. For billing questions, admins can contact support@maculasys.com.