This section offers solutions to common access or login issues. If the problem persists, submit a Service Request (SR) to 3DS.
Sorry, Access Denied
You have not been invited to the platform, Please ask the platform Administrator for an invitation
 | Probable Cause: - As the error suggests, users face this problem when they are not invited on the platform.
- You are not invited with the correct email address (look for typos)
Probable Solution: - User facing the issue should contact the administrator to be invited.
- If he is already invited, then confirm the URL if it is the correct one. Check with Administrator for the correct URL.
- Check if you are invited on the correct email address.
- Remove the pending invitation and Re-Invite user
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You are currently logged in as | You have not been granted a 3DEXPERIENCE License
 | Probable Cause: - First access to tenant through "Get Started" email (a.k.a. 'OTT link') has not been performed.
- Your 3DSwymer license (IFW) is expired
- This error usually occurs when the user is invited in Cross Company Collaboration. Cross company collaboration works when User 1 uses his license from Tenant A to login to Tenant B (Without consuming license on Tenant B)
Probable Solution: - To activate the tenant and consume the OTT user should use the link received in the first "Get Started" email.
- Admin to make sure 3DSwymer licenses are valid
- Confirm that user has Role and License assigned on at least 1 tenant. (Tenant A)
- Make sure the option "Restrict Usage to this Platform" option is disabled on Tenant A
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Ticket has already been consumed
 | Probable Cause: - This error occurs user is using the One-time Ticket (OTT) link to the platform after it has already been consumed.
Probable Solution: - Make sure you are logging into one of the URLs below
- https://--ifwe.3dexperience.3ds.com
- r1132100000XXXX - Tenant ID
- Region (Example - eu1, us1, usw1..)
- This is the tenant specific URL (Recommended)
- https://eu1-ifwe.3dexperience.3ds.com
- This is the generic login URL
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Error at Login
Incorrect username/email or Password
 | Probable Cause: - As the error suggests this problem occurs when 3DX cannot confirm the username and password
Probable Solution: |
Log in stuck in Account information page, Cannot navigate to the platform. Clicking on Update does nothing
 | Probable Cause: - The URL being used to log in is incorrect. As seen in the screenshot, the user is using the "My Profile (eu1.iam)" URL.
Probable Solution: |
Multiple Relationships found for RO (UserRole,From IFW--R113210000XX1 to R113210000XX2
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Probable Cause: - This issue occurs when trying to remove user from a tenant XX1.
- Here user is in a multi tenant environment and is using cross company functionality to log into 1 or more tenants.
- In this example: IFW license is used from R113210000XX1 to get onto R113210000XX2 and therefore when trying to remove user from R113210000XX1 we get the error.
Probable Solution: - Remove the user from R113210000XX2 first or grant IFW license to the user on tenant R113210000XX2 which will disconnect the link between R113210000XX1 & R113210000XX2
- Remove the user from R113210000XX1
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