If you are unable to login, please first try using the google chrome browser if you are currently using any other browser. If it doesn't work, please see the error message and follow the below instructions :
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My user name doesn't exist: This usually means there is no DiligenceVault account associated with the email address entered. Try using another email address you may have previously registered with. If you do not have an existing account, ask a colleague with DiligenceVault Admin access to invite you. If they do not have Admin access, they can find the appropriate admins by navigating to Profile Avatar → My Settings → My Admins. Any listed admin can add you to the firm by following these steps: How to Get Your Account Created on DiligenceVault – DiligenceVault User Manual.
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You were forwarded an email from a colleague: Ask your colleague to add you to DiligenceVault. They can follow the steps outlined in How to Get Your Account Created on DiligenceVault – DiligenceVault User Manual to invite a new user.
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The request was not sent to me and I cannot reach the colleague who received it: A request was sent to a colleague who is on leave or no longer with the firm, and you do not have an account. Contact DiligenceVault at ask@diligencevault.com
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My account is locked : Please click on the forgot Password button to reset your password. You will receive an email from Diligencevault (notification@diligencevault.com) to reset your password.
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My account needs approval: This usually happens when either your firm has enabled additional verification steps or your domain is not whitelisted for access. Approval notifications are primarily sent to firm Admins, as they can directly review and approve requests using the approval button included in the email. Users whose accounts require approval are included in CC as part of our standard notification process. Users can review the “Sent to” list in the email to identify the firm admins who received the notification and reach out to them directly for quicker approval.
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I have forgotten my password: Please click on the forgot Password button to reset your password. You will receive an email from Diligencevault (notification@diligencevault.com) to reset your password. Check your inbox or spam folder for an email from DiligenceVault Notifications at notification@diligencevault.com with subject "Password reset for DiligenceVault"
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I click on the "Next" button, and it keeps twirling: This could be a technical issue between your firm's network and DiligenceVault's application.
- Please recheck if your internet is working.
- Contact DiligenceVault at ask@diligencevault.com. If you pride yourself on being tech savvy, please look up console tab and network tab, take full page screenshots and share it with DV : Please follow the below instructions for the console tab.
- Go to https://app.diligencevault.com/
- To open the console tab, please press Ctrl+Shift+i
- Try to login again
- Click on the console tab at the top of the window and take a full page screenshot.
- Now go to the network tab and look for anything in red under the name column.
- Click on the red item and take a full page screenshot.
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SSO Error : If you have SSO set up, there might be a configuration error. Please contact DV if you do not know who is your firm's network admin
If a user is associated with multiple accounts, and if SSO is enabled on either of these, they may get prompted to password if the default firm is different than the firm that has SSO enabled. In such scenario, we can ask the user to switch to that firm once they are logged in, and they will be prompted to SSO setting as designed by their system admins. - Other errors : Please contact ask@diligencevault.com with a screenshot and details of the issue.