Help & Support

1. "You do not have access to this application"

This standard notice appears when your credentials are recognized, but your profile has not yet been assigned authorization for the target client application. To obtain access:

• Contact your organization administrator or department manager;
• Request an application role assignment for Planurix SSO Admin;
• Once approved, reload the sign-in page to proceed into the application.

2. Signing In to Your Account

Our gateway uses a verified multi-step authentication process:

• Step 1: Enter your registered username or email address and press Continue;
• Step 2: Enter your account password or request a one-time verification code (OTP);
• If your organization requires Two-Factor Authentication, submit the 6-digit code sent to your registered channel.

3. Forgot Password / Account Recovery

If you cannot recall your password, click the Forgot password? link located on the sign-in form. Enter your email address to receive password reset instructions. For security reasons, recovery links expire after a limited duration.

4. Verification Codes & 2FA Issues

If you are not receiving verification codes:

• Check your spam or junk mail folders for verification emails;
• Confirm that your mobile device has reliable network reception;
• Verify that your computer or mobile system clock is set to automatic time synchronization.

5. Account Lockout & Security Restrictions

To protect against unauthorized guessing and brute force attempts, accounts are automatically locked after repeated unsuccessful attempts. Please wait 15 minutes before retrying, or contact your helpdesk for an immediate administrative unlock.