## Login & account 1. Make sure you're using the **e-mail address** you registered with. 2. Use **Forgot password?** to set a new password — the reset link is valid for a limited time. 3. The login page distinguishes failure reasons: an **unconfirmed** account needs the activation code from your registration e-mail; a **deactivated** account must be re-activated by your company admin. Check your spam folder first. Corporate mail filters sometimes quarantine platform mails — ask IT to allow the platform's sending domain. For password resets, note that the request page always reports success (to prevent address probing) — if nothing arrives, the address may simply not be registered; try the address variants your company uses. A company with the same name in the same country already has an account, and the platform doesn't allow duplicates. If it's your company, choose **Join as employee**: its admins approve your request and you're notified by e-mail. If it's a different company, make the name distinguishable, for example by adding your city. See [Joining your company's account](/getting-started/account-and-login#joining-your-companys-account). Usually stale browser data. Clear cookies and site data for the platform domain (or try a private window). If it persists, note the time and contact support. The SSO callback page shows the error and links to the **Microsoft Entra SSO setup guide**. Typical causes: your Microsoft account belongs to a different tenant than the one your company configured, or admin consent is missing in your Entra tenant. Your company admin can verify the configuration against the guide. ## Permissions & missing features The UI hides what you may not do. Ask a company admin to check your roles in [Team & Permissions](/company/team-and-permissions) — e.g. *create reference* for the New-reference button, *publish reference profile* for approval statuses, *edit company settings* for master data, branch settings, and the AI gateway. That's the intended separation of duties: publishing requires the *publish reference profile* permission. Set the reference to **Suggested** and notify your publishers — or have an admin grant you the permission. ## Content & display Verify the [publication checklist](/help-center/faq/references): per-language status approved, publication status *Public*, website channel selected. Also check the individual field's **release level** — a field set to *my company only* is invisible publicly even on a published reference. The content isn't published in your current interface language. Use the offered **View in {language}** button — or publish the missing language version. Someone has probably deleted it. Deleted references move to the [trash](/references/trash): open **Trash (n)** in the reference manager to see who deleted it and when, and **Restore** it. If the trash is empty, the reference was deleted permanently and can't be recovered. Re-check the upload on the [Media tab](/references/media): the **list image** drives thumbnails, the **stage image** the page header; the crop tool controls framing. Newly uploaded media can take a moment to be optimized for the CDN. ## API & integrations The `apiKey` parameter is missing or invalid — or the requested resource belongs to a different company than the key's. Verify the key in the app (avatar menu → Settings → API) and see [Authentication](/api-reference/authentication). `204` means "no matching data" and has an **empty body** — guard your JSON parsing. See the [API conventions](/api-reference/overview#responses--status-codes). Only references published to the **API channel** are delivered. Check the reference's channels on the Status & publication tab — the website channel alone is not enough. References in the [trash](/references/trash) are never delivered. ## Still stuck? Contact [info@referenzen.com](mailto:info@referenzen.com) with your company name, the page or reference concerned, and a screenshot — that shortens round trips considerably.

Common Issues

Login & account

Permissions & missing features

Content & display

API & integrations

Still stuck?