If you're having trouble accessing your company account, don’t worry - it’s usually a quick fix. Here are the common reasons and what steps you can take:
Part 1: If You're a User Experiencing the Error
When trying to log in with your work email, you might encounter an error. This usually happens for one of the following reasons:
1. You may have accidentally created a duplicate organisation
When signing up, you may have unintentionally registered a new company account for your organisation, instead of joining the existing one. In large companies, employees sometimes miss that an account already exists. Because your company already has a main account (which is set up with Single Sign-On), logging into a duplicate account with SSO won't work.
What to do:
- You can check if this is the case, by selecting 'log in with email / password’ option to try sign in. You can then check the employee management page to verify that you’re the only employee in the account.
- Contact Customer Support to let us know you may have created a duplicate company registration, including the Business ID.
- Then reach out to your organisation’s Trainline Business administrator - they can then invite you to the correct company account so you can log in easily (feel free to send them this article, for them to follow the steps in Part 2).
2. You may not have been added to your company's account yet, or your invitation is pending
If your company has an account set up with Single Sign-On, but you haven't been invited or activated your employee account yet, you won’t be able to log in until you're added.
What to do:
- Contact your company administrator to request an invite.
- They can send you an individual invite or share a bulk invite link if one is available.
Tip: If you’re unsure who your administrator is, check internally with your travel or business operations team.
3. Your account was removed (less common)
If you previously had an account but are no longer able to log in, your administrator may have removed you from the account. Contact your administrator to verify your account status and re-add you if necessary.
4. Your company is not set up with SSO (less common)
If your company has not yet set up Single Sign-On (SSO), you won't be able to log in this way. Please reach out to your administrator to confirm whether SSO is enabled for your company account.
Part 2: If You're an Admin User
If an employee reaches out saying they can’t log in, try the following steps:
- Log in to the employee management page, and check if you can see their email in the list of employees.
- If they have an invite pending, please re-send the invite.
- If you cannot see them, send the employee an invitation to join your company account (or via the bulk invite link).
- If you get an error, this may be because the employee may have created a duplicate company account when signing up.
- The employee will need to reach out to customer support to delete their account (as per Part 1 above).
- Once their account is deleted, invite the employee to join the correct company account linked to your SSO configuration.