Troubleshooting sign-in problems
If you are unable to sign in to the CRM, work through the steps below to identify the cause.
Check your credentials
The CRM uses your Reapit Connect credentials - the same email address and password you use for other Reapit applications. Make sure:
You are using the correct email address for your Reapit account.
Your Caps Lock key is not on.
You are typing your password, not pasting it with extra spaces.
Reset your password
If you have forgotten your password, use the Forgot password? link on the Reapit Connect sign-in page. A reset email will be sent to your registered email address.
Account not provisioned
If you can sign in to Reapit Connect but the CRM shows You don't have access to the CRM, your account is not linked to a negotiator record - see Why do I see "You don't have access to the CRM"? for what that means and how your administrator resolves it.
For any other error, or a blank screen, your account may not have been provisioned for access at all. Contact your organisation's system administrator to confirm your account has been set up correctly.
Single sign-on issues
If your organisation uses SSO and you are having trouble with the SSO login page, contact your IT department - the issue is likely with your identity provider configuration rather than the CRM itself.
Browser compatibility
The CRM is designed for modern browsers. If you are experiencing issues:
Try a different browser (Chrome, Edge, or Firefox are recommended).
Clear your browser cache and cookies, then try again.
Disable browser extensions that may interfere with authentication (ad blockers or security extensions in particular).
"We couldn't sign you in"
Opening the CRM normally takes you straight to the Reapit Connect sign-in page without you having to click anything. If instead you see We couldn't sign you in, the CRM could not reach the sign-in service at all - it did not get as far as asking you for your password.
This is almost always the connection between your device and the internet:
Check you are online, and that any VPN or corporate proxy is connected.
Click Try again on that screen.
If you are on a restricted network, sign-in traffic to Reapit Connect may be blocked - your IT department can confirm.
If Try again keeps returning to the same screen, use the Sign out button next to it. Try again re-uses the sign-in details already held for this browser, so if those are what went wrong it will keep failing in the same way; Sign out clears them at Reapit Connect and returns you to the signed-out page, where Log in again starts a completely fresh sign-in.
If signing out and back in still lands you on the same screen, ask your IT department to check next - a VPN, proxy or DNS problem produces this screen even when Reapit Connect is healthy, and it will keep producing it until the network is fixed. If your connection is confirmed good, report it via the Help Center at https://help.crm.reapit.com.
Still unable to sign in?
If none of the above resolves the problem, contact the Reapit support team via Contact us in the Help centre menu (available once you are signed in), or visit our Help Center at https://help.crm.reapit.com directly.