This article walks through how to troubleshoot login problems in BigTime, including unrecognized email addresses, inactive accounts, permission delays, and login email updates.
Common Login Issues
If you're unable to log in, start with these basic checks before reaching out for further help.
Verify Your Login Email Address
Confirm you're using the exact email address associated with your BigTime account.
- The email address was entered correctly during your original invitation or email change verification
- There are no typos or extra spaces
Verify Your Profile Exists and Is Active
If you're a System Administrator, you can confirm:
- The staffer exists in BigTime
- Their profile status dropdown is set to ACTIVE
If a profile is inactive, that user will be blocked from accessing the system even with correct login credentials - Please reach out to a System Administrator to verify profile status.
Account Status Issues
Inactive staff profiles are one of the most common causes of login problems.
Common Symptoms
- A loading screen after selecting your company
- A generic login error with no clear explanation
- Successful authentication followed by failure to enter BigTime
How to Resolve
- If you're a System Administrator, open the staff member's profile
- Verify the STATUS field is set to ACTIVE
- If the status is inactive, update it to Active and save the record
- Have the user refresh their page and log in
Invitation & Password Reset Issues
If You Never Received an Invitation
- Check your Spam/Junk inboxes
- Ensure the invitation was not caught by spam filtering or retroactively sent to the Trash.
- Ask your System Administrator to resend the invitation, or
- Ask them to re-invite you using the correct email address
If you are still not receiving your invitation to BigTime, please have a System Administrator reach out to BigTime Support on your behalf.
Login Email vs. Contact Email
BigTime stores your login credentials separately from your notification and contact information.
Login Email
Used for signing into BigTime, authentication, and password resets.
- Can only be updated by you, through MY PROFILE and then verified via email.
Contact Email
Used for notifications and system communications. Managed separately from your login email.
Impact on Existing Data
Updating a login email does not affect your historical data or existing records.
The Following Remain Fully Intact
- Time entries
- Expense entries
- Project assignments
- Historical activity
- Reporting data
No records are lost, removed, or reassigned during a login email update.