What is causing this issue?
A likely cause is that your account is in fact Inactive.
If system shows a general “invalid login” this can make it seem like the password reset didn’t work, even though the real issue is your account status.
Why is my account inactive?
There are a few common reasons why your account might be in an inactive state:
System Migration: Your profile may have been migrated over to the current platform with an inactive status already applied.
Accidental Deactivation: Your account may have been set to inactive during a previous session (this occasionally happens if the status toggle functionality is misunderstood).
Administrator Action: An administrator within your organisation may have intentionally updated your profile to inactive.
How to Fix It
If your account is inactive, you will not be able to log in to fix the status yourself, even with a newly reset password.
To regain access, please take the following steps:
Contact your Organisation Administrator: Reach out to the person who manages your company's accounts. They have the permissions required to look up your profile, check your current status, and reactivate your account.
Contact Mercell Support: If you are unsure who your company administrator is, or if you are the only user registered for your organisation, please contact the Mercell Support Team. Let them know that you have already reset your password, but suspect that your account is inactive. They will assist you in restoring access to your profile.
Article Ref: 270420261035