Account Issues

This guide covers the most common issues related to accessing your Trochai account, permissions, invitations, and organization management.

I Cannot Log In

If you cannot access your Trochai account, identify your situation below:

Incorrect Password

If when trying to log in you see the message "Invalid credentials":

1. Check your email. Make sure you are using the same email you registered with.
2. Check your password. Pay attention to uppercase, lowercase, and special characters.
3. Reset your password if you do not remember it (see the next section).

Reset Password

Account Created with Google

If you created your account using "Sign in with Google", you do not have a password set in Trochai. To log in:

1. On the login screen, click the Sign in with Google button.
2. Select the Google account you used when registering.
3. If you do not remember which account you used, try the different Google accounts you have available.

Google Login (OAuth) Issues

If when trying to log in with Google you see the message "Authentication error", the causes may be:

Browser Blocks the Popup

Google login opens a popup window. If your browser blocks it:

1. Look for the "blocked popup" icon in your browser's address bar.
2. Allow popups for trochai.com and accounts.google.com.
3. Try logging in again.

Third-Party Cookies Disabled

Some browsers block third-party cookies, which can interfere with the OAuth flow:

1. Check that cookies are enabled in your browser settings.
2. Add trochai.com to the list of allowed sites for cookies.
3. If you are using private or incognito browsing mode, third-party cookies may be blocked by default.

Google Account Has No Profile in Trochai

If you log in with Google successfully but are redirected to a "Complete registration" page, it means your Google account does not have an associated profile in Trochai. This can happen when:

• It is the first time you use Google to log in and you were not previously invited.
• You registered with a different email address than your Google account.

In this case, complete the registration form to create your organization, or contact your organization administrator to send you an invitation to your Google account email.

Expired Invitation

If you received an email invitation to join an organization in Trochai but when clicking the link you see a confirmation error:

Causes

• The invitation link has expired. Invitations have a limited validity period.
• The link was already used. If you already accepted the invitation previously, you cannot use it again.

Solution

I Don't Have Access to a Section

If you can log in but certain sections or actions are not available, the issue is likely related to your role within the organization.

Roles and Permissions

Trochai has three roles with different access levels:

Functions That Require Admin Role

The following actions are only available to administrators:

• Configure WhatsApp channels
• Manage subscription and billing
• Invite or remove team members
• Change user roles
• Configure the AI bot
• Access advanced analytics

If you need access to any of these functions, contact your organization administrator to update your role.

Check Your Current Role

To find out your assigned role, check with your administrator or see if you have access to the Settings section. If you can see the Settings menu in the sidebar, you are an administrator. If it does not appear, you are an agent or viewer.

Account Locked

If you see a message indicating that your account is locked or suspended:

1. Too many failed login attempts: For security, after multiple consecutive failed attempts, the system may temporarily lock access. Wait a few minutes and try again, or reset your password.

2. Organization suspended: If your organization's subscription was canceled due to non-payment, access to certain features may be restricted. Contact your organization administrator to resolve the billing issue.

Switching Organizations

If you belong to more than one organization in Trochai, each organization has its own subdomain in production (for example, youragency.trochai.com).

To switch organizations:

1. Log out of the current organization.
2. Navigate to the other organization's subdomain.
3. Log in with the same credentials.

Next Steps

• To create your account, see Create Account.
• To invite team members, see Invite Team.
• For billing issues affecting access, see Billing Issues.