Account Log-in Troubleshooting

Table of contents

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1. Not received an invite to create a Mira account

2. Unable to log into the Mira Web Suite via laptop or desktop computer

3. Unable to reset password

1. Not received an invite to create a Mira account 

Account invites are emailed by the "owner" or "owners" of your organization's Mira account. If you don't know who that is, please contact support@mirareality.com and our support team will be happy to assist.

If you have been able to confirm the invite was sent but you do not see it in your inbox, please check your spam folder. Emails are sent from noreply@mirareality.com.

As of April 2022, accounts may also be administered through your organization's Identity Provider (IDP) Single Sign On process if your organization integrates this process with Mira. For more information regarding single sign on, please contact your organization's administrator or your Mira customer success manager. 

2. Unable to log into the Mira Web Suite via laptop or desktop computer

If you are unable to log in and are receiving a notification that your credentials are incorrect and you believe this is not the case, please first check your Chrome or Edge web browser is not auto-filling your credentials incorrectly. We would recommend you attempt to log in using the incognito versions of Edge or Chrome to make sure this isn’t happening.

If you are still unable to log in and your credentials are incorrect, click "need help signing in?" and then the "forgot your password" option on a desktop or laptop (not mobile) to reset your password.

If you are unable to log in and are notified your account has been locked, use the "unlock account" option on a desktop or laptop (not mobile) to unlock your account. An account will automatically be locked after 5 unsuccessful log-in attempts.

If you are unable to login and are notified that your laptop/desktop has no internet connection, make sure you are connected to the internet and not a local network or auto-connecting VPN (you should be able to confirm this either in your settings or by confirming with your IT team).

If you still cannot log in and the notification you are receiving is that you are not connected to the internet despite checking all of the above, then please contact support@mirareality.com.

3. Unable to reset password

Make sure the email address you are using is associated with a Mira account. You can either contact your administrator or support@mirareality.com to verify this.

To complete a password reset, you will need to use Chrome or Edge on a laptop or desktop to open the reset password link sent to your email. If you are trying to reset the password on a mobile device/tablet, opening the link through your email once your password has been changes will result in a “your browser is not supported” notification when trying to log you into your account, and the password reset may not be completed.

If you have confirmed all of the above and are still unable to reset your password, please contact support@mirareality.com.