---
title: "Troubleshooting login issues"
slug: "troubleshooting-login-issues"
updated: 2026-06-02T16:36:05Z
published: 2026-06-16T18:57:24Z
canonical: "mysupport.roller.software/troubleshooting-login-issues"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://mysupport.roller.software/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting login issues

This article provides information to help you troubleshoot problems you may encounter when attempting to sign in to ROLLER.

## Wrong email or password

If you are presented with a **wrong email or password error:**

1. Select the **Forgotten your password?** link below the **Roll In** button.
2. Select the **Send reset instructions** button from the **Forgotten Password** page.
3. Check your email inbox (and spam folder if necessary). If a valid account exists then you will receive an email with a link to reset your password.
4. Select the link and follow the instructions.

**No reset email**

If the reset email is **not** received there are **two** reasons this will occur:

1. The email address input was incorrectly typed.
2. There is no valid ROLLER staff account registered with that email address.

In the event that there is **no** ROLLER staff account, speak with an Administrator of your venue and ask them to create a new staff account.

## Incorrect device time

If the computer or device you're using to access a ROLLER app has an inaccurate time, then the user authentication process may fail. In order to prevent this, configure your device to synchronize its time from an internet time server.

**Windows 10**

To set your device's time and date settings:

1. Right click the time/date from the windows system tray.
2. Select **Adjust date/time.**
3. Activate **Set time automatically** as shown below.

![Auto_time_sync.png](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/360003159356.png)

If your time is currently incorrect, click the **Sync now** button to manually sync.

## Access denied

The following error will occur where a staff account does **not** have the rights to access a ROLLER app or environment. This may sometimes occur where a staff member attempts to navigate from the **Live venue** to the **Playground venue**, but their staff account does **not** exist in **Playground**.

![Screen_Shot_2019-12-23_at_6.15.19_pm.png](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/360003160496.png)

## Learn more

- [Activate your account](/v1/docs/activate-your-account-to-log-in)
- [Log in to ROLLER](/v1/docs/sign-in-to-roller)
- [Log in and allocate POS devices](/v1/docs/log-in-to-pos)
- [I'm trying to login to POS, but my password isn't working. Why?](/v1/docs/i-m-trying-to-log-in-to-pos-but-my-password-isn-t-working-why)

## Related

- [Sign in to ROLLER](/sign-in-to-roller.md)
- [Problems accessing or operating ROLLER](/problems-accessing-or-operating-roller.md)
- [I'm trying to log in to POS, but my password isn't working. Why?](/i-m-trying-to-log-in-to-pos-but-my-password-isn-t-working-why.md)
- [Contact ROLLER support](/contact-roller-support.md)
- [Apply credit to a recurring payment membership](/applying-credit-to-a-recurring-payment-membership.md)