---
title: Get help with login and access
description: "Use the correct sign-in route and provide useful details when you cannot access an Infinity3 service. #### Before you start Identify which account you need: the Infinity3 team platform, a customer portal or another service. These may have different login…"
url: "https://www.infinity3.co.uk/help/get-help-with-login-and-access/"
updated: "2026-10-08"
category: Troubleshooting
---

# Get help with login and access

Use the correct sign-in route and provide useful details when you cannot access an Infinity3 service.

#### Before you start

Identify which account you need: the Infinity3 team platform, a customer portal or another service. These may have different login addresses and access arrangements.

#### Check your access

1. Open the login address supplied for the intended service. Infinity3 Platform team users normally sign in at app.infinity3.ai.
2. Check that you are using the email associated with that account.
3. Use the available password reset or login recovery option if needed.
4. Check your inbox and junk folder for the relevant email.
5. If access was invited, confirm you completed the invitation process.
6. Note the error if you still cannot sign in.

Avoid repeatedly requesting codes or reset emails; use the most recent valid instructions.

#### If you can sign in but a feature is missing

Check that you are viewing the correct account. Ask your account administrator or Infinity3 to review the relevant permissions and service availability.

#### Things to know

- A customer portal invitation does not automatically grant team access to the Platform.
- Each team member should use their own account.
- Never send support your password, verification code or personal login link.
- Do not create duplicate accounts simply to bypass an access problem.

Contact Infinity3 with the service, account email, login page and exact error. Explain whether you could access it previously.