Each database (sometimes referred to as 'instance') and User in R365 is unique.  There are a few reasons why you may not be able to login to R365. Review the following list of reasons you cannot login, followed by a list of possible solutions. 


Review each of the reasons and solutions below before reaching out to R365 Support:

  1. Incorrect Username / Password
  2. Incorrect Domain - Classic App
  3. Logging into the Wrong App
  4. Incorrectly Setup User Record (No Location Access or User Roles)



Login Error Reasons


  1. Incorrect Username / Password


    User IDs and Passwords are case sensitive, so make sure you haven’t capitalized something that should be lowercase or vice-versa.  Most accounting and restaurant Users do not use their email address as their User ID, instead using a different combination, such as the first letter of their first name followed by their last name (i.e., John Smith = jsmith). Employeesare required to use their email address as their User ID.
  2.  Incorrect Domain - Classic Black App


    When logging into the Black mobile app, you will be unable to login if you select the incorrect domain name. Review the domain listed and adjust if needed.


  3.  Logging into the Wrong App



    R365 has two separate apps, used for different either Employee or Managerial functions. Often times, Users will accidentally install the wrong app and not gain access to the system.


  4.  Incorrectly Setup User Record (No Location Access or User Roles)

    Each User in R365 must be assigned Security Roles and Location Access. Similar to the incorrect domain scenario described above, if you have the correct User ID, Password, and Domain, but do not have the proper Security Roles assigned, you will not be able to login to R365. If you can login but find that there is no data to view or interact with, this usually means that you do not have any Location Access assigned to your User ID.

    Please Note: If you are a brand new R365 Customer, your database will not have any data in it upon creation. This is normal.



Login Error Solutions


  1.  Reset your Password


    If you have forgotten your password, click 'Forgot Password?' to have a temporary password emailed to the email address assigned to your User ID.

    Please Note: if you are entering an incorrect User ID, or your User ID has been setup with an incorrect email address, the password reset email will not be delivered to you. You will need to work with the R365 Administrator in your organization to 1) get your correct User ID or 2) ensure that your correct email address is setup on your User ID.

    When you receive the Password Reset email, ensure that you enter the new password exactly as it appears in the Password Reset email. Sometimes Users accidentally copy extra space or characters on the temporary password, which results in an incorrect password.


  2. Select the Correct Domain - Classic Black App


    To update the domain name, click the Domain drop-down arrow and select the correct domain tied to your User record.


  3. Ensure that you are using the correct Mobile App



  4. Work with your R365 Admin to set your Security Roles and Location Access

    Each of the scenarios listed above can be resolved by the R365 Administrator in your organization. They have the ability to Assign Security Roles and Location Access to your User ID. Please reach out to your Administrator for assistance.