This article helps you resolve situations where you cannot find or access your organisation on the ZDHC Gateway.

01/ Introduction

After logging in, you select the organisation you want to work in from the organisation selection page. If your organisation is missing from the list, or if the Continue button is disabled, this article explains your options.

02/ Common scenarios

My organisation is not on the list

Your user account is not linked to the organisation. All existing user-to-organisation connections were carried over to the relaunched ZDHC Gateway, so if your organisation is missing, this is not a migration issue.

Check the following first:

• Are you logged in with the correct email address? If you have multiple email addresses, you may be logged in with one that is not linked to the organisation.
• Did you previously access the ZDHC Gateway through a solution provider? If so, check whether your personal user account was separately linked to your organisation.

If neither of the above applies, ask a colleague or your organisation's admin user to invite you. Once you accept the invitation, the organisation will appear on your selection page.

Note: ZDHC cannot manually add users to organisations. For security and data quality reasons, all user access must be managed by your organisation's admin users.

The Continue button is disabled for my organisation

Your account is linked to the organisation, but access is currently blocked. Hover over the disabled button to see the reason.

Common reasons include:

• Your access to the organisation has been removed by an admin.
• Your organisation's account has a pending issue that needs resolving.

Contact your organisation's admin user to check your access status.

I am the only admin, and I cannot get in

If you are the sole admin of your organisation and you cannot access your account (for example, because you no longer have access to your registered email address), contact ZDHC support for assistance.

Note: For security reasons, ZDHC will need to verify your identity before any account changes can be made.

03/ Tips & Notes

Tip: If you have recently reset your password as part of the ZDHC Gateway relaunch migration, make sure you are logging in with your original registered email address. Your email address was not changed during migration.

Note: If a colleague invites you using a new email address, a new user account is created. Any personal settings from your old account will not carry over, but your organisation's data remains intact.