> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/command-centre/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/command-centre/accessnow-user-guide/help-resources/support-and-troubleshooting.md).

# Support and Troubleshooting

### Getting help

Check the troubleshooting topics below first. If the issue persists, contact your certified Gallagher Channel Partner for support.

{% hint style="info" %}
Gallagher Channel Partners provide product installation, technical advice, and ongoing support. Find further support options through [**Gallagher Technical Support**](https://security.gallagher.com/en-NZ/Support/Technical-Support).
{% endhint %}

### AccessNow Availability

<details>

<summary>AccessNow is not available</summary>

Check the Gallagher Security status page to confirm that cloud services are operational and that there are no planned or unplanned outages.\
<https://status.gallagher.com/>

</details>

### Logging in

<details>

<summary>I forgot my password</summary>

Corporate organisation and enterprise customers use single sign-on, so the login and password are the corporate authentication details.

To recover your password, for a local AccessNow account (non-SSSO) use the **Forgot password** option on the login screen after entering your login email address.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FIJcRiUvxtvMlAF6AZE67%2FScreenshot%202026-09-21%20at%2013.46.31%20%E2%80%93%20ScreenClip.png?alt=media&amp;token=76bb320b-4729-4e54-becb-51a1f07a8c98" alt="" width="367"><figcaption></figcaption></figure></div>

</details>

<details>

<summary>I forgot my login</summary>

Corporate organisation and enterprise customers use single sign-on, so their login is their corporate email address.

For Gallagher Security demo accounts, contact support to receive a login reminder.

</details>

<details>

<summary>Login loop or trouble logging in to AccessNow with a local non-SSO account</summary>

Login issues, repeated login loops, or unexpected logouts are often related to cookie settings. Make sure cookies are enabled. If AccessNow is bookmarked in your browser, remove the old bookmark. Then create a new bookmark using <https://accessnow.security.gallagher.cloud/>.

</details>

### Request tracking

<details>

<summary>Request status tracking</summary>

The requester and assigned approvers can track a request's status.

**Requesters**: To check your request status, go to the **Requests** module or **My Requests** on the dashboard. Click a request record to open the side panel with request status and details.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2Fp57ihezglaMT0VJiMwHh%2FScreenshot%202026-09-21%20at%2013.56.38.png?alt=media&amp;token=ec0d0476-0bf9-4e0f-8a56-ca811c2a1187" alt=""><figcaption></figcaption></figure></div>

**Approvers**: The **Tasks** module provides the same side panel with request details, status, and history. By default, it shows *Active* requests that require.&#x20;

To view requests already processed, choose **All** from the filter bar. Click a request record to open the side panel.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2F7Bdv7bT2y0t0xQkC1V8c%2FScreenshot%202026-09-21%20at%2013.59.37.png?alt=media&amp;token=b143ab37-1874-4be8-b2ab-a77627201b5d" alt=""><figcaption></figcaption></figure></div>

Click a request record to open the side panel, where you can track its status. You also receive email notifications when the status changes.

</details>

<details>

<summary>A request failed — how do I find out why?</summary>

Use the [Request status tracking](#request-status-tracking) guidance to open the side panel with the request details. For failed requests, the side panel contains an error message explaining the failure.

When a request fails, both the requester and approvers receive an email notification.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FfomzLcn2DsNCnJl6e7lg%2FScreenshot%202026-09-21%20at%2014.02.13%20%E2%80%93%20ScreenClip%20(1).png?alt=media&amp;token=2166f2d4-a4a2-45e4-82b2-75baa849f814" alt=""><figcaption></figcaption></figure></div>

</details>

### Command Centre integration

<details>

<summary>Command Centre imports fail, for example PDFs, card types, or access groups</summary>

* First, check whether the Command Centre connection is working. See [Test the connection](/command-centre/accessnow-user-guide/system-administration/command-centre-integration/accessnow-settings.md#test-the-connection).
* If Command Centre is connected properly, check the AccessNow REST Operator privileges in Command Centre. The list of privileges is provided here: [AccessNow Operator Privileges](/command-centre/accessnow-user-guide/system-administration/command-centre-integration/command-centre-accessnow-operator.md#set-operator-privileges).
* Lastly, assigned privileges may not have been refreshed for the AccessNow REST Operator. Refresh them in Command Centre as shown below.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FOHP9idKMOigzyfeNRh91%2FScreenshot%202026-09-04%20at%2015.04.58%20%E2%80%93%20ScreenClip%20(1).png?alt=media&amp;token=372a4337-7480-4bfb-b3c9-32111d6cdd59" alt=""><figcaption></figcaption></figure></div>

</details>

<details>

<summary>Cardholder lookup returns a user but displays no details</summary>

When Workflow finds a user but returns no cardholder details, the user may exist in Command Centre without the expected personnel data, such as PDFs.

To resolve this issue, verify that the cardholder exists in Command Centre. [Confirm that the unique cardholder identifier](/command-centre/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/working-with-workflow-templates/access-request-workflow-template.md#step-configuration-data-initialisation), such as an email address or user ID, is correct. Check that the cardholder record contains the expected data. If necessary, test with a known valid user record.

</details>

### Workflow configuration

<details>

<summary>Workflow error: <code>Cardholder lookup failed</code></summary>

* Most of the workflow templates **require the requester to already exist in Command Centre.** If the workflow cannot find the cardholder, it shows the `Cardholder lookup failed` error.
* To fix this issue, make sure the **requester** already exists as a Command Centre cardholder. AccessNow requesters and Command Centre cardholders are usually matched by email or IAM ID. The email address used by the cardholder in Command Centre must exactly match the login email used by the user in AccessNow. **The email (or ID) must be identical in both systems for the cardholder lookup to succeed.**

</details>

<details>

<summary>Request appears to come from the wrong person</summary>

The workflow configuration likely uses an [incorrect unique identifier for cardholders](/command-centre/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/working-with-workflow-templates/access-request-workflow-template.md#step-configuration-data-initialisation). Configure the workflow to use a PDF list. Then select the correct PDF, such as Email or Unique ID, as the unique user identifier.

</details>

<details>

<summary>Can't see or approve a request</summary>

AccessNow prevents users from approving their own requests. A second approver account is required to view, approve, or reject the request during the *Under Review* stage.

Approvers must belong to the relevant [Approver Group](/command-centre/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/approver-groups.md) to view a request. For access requests, use the approver group [assigned to the access group](/command-centre/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/lists/command-centre-lists/access-groups-list/assigning-approvers-to-access-groups.md). For credential requests, use the approver group configured in the workflow.

</details>

<details>

<summary>Photo upload or PDF update fails</summary>

In Command Centre, check that the corresponding PDF Default Accessibility property is set to Editable. See the example properties below. Once it is editable, the PDF update should succeed.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FQvFppch05NLPjRpE14ot%2FScreenshot%202026-09-04%20at%2015.32.09%20%E2%80%93%20ScreenClip.png?alt=media&amp;token=e36ca1d4-c9a9-4014-bd39-d387bd514d3f" alt=""><figcaption></figcaption></figure></div>

</details>

<details>

<summary>AccessNow sends an incorrect email</summary>

The published workflow was likely configured with the wrong email template, such as "Approval notification" instead of "Contact the team". Identify the correct email template. Update the workflow, then republish it.

</details>

#### Access Request workflows

<details>

<summary>Why aren't all access groups showing in AccessNow?</summary>

To ensure access groups appear in AccessNow, an [AccessNow operator](/command-centre/accessnow-user-guide/system-administration/command-centre-integration/command-centre-accessnow-operator.md#set-operator-privileges) must be created within the appropriate division in Command Centre. Only the access groups associated with this designated division will be imported into AccessNow. This setup is essential for accurate syncing and visibility of access groups within the system.

</details>

<details>

<summary>The workflow fails when assigning the selected access group: <code>Failed to assign access</code></summary>

If the workflow only fails when assigning access, the requested access group may no longer exist in Command Centre. This can occur when the AccessNow access group list has not been synchronized with the latest Command Centre configuration.

The workflow can still allow users to select an obsolete access group. However, Command Centre rejects the assignment because the group is no longer valid.

[Synchronise the Access Groups List](/command-centre/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/lists/command-centre-lists.md#synchronising-lists-with-command-centre) in AccessNow to resolve the issue. Refresh the list regularly when access groups are added, removed, or modified in Command Centre.

{% hint style="info" %}
Access group synchronization is not automatic. Obsolete access groups can remain selectable until the list is synchronized.
{% endhint %}

</details>

#### Credential workflows

<details>

<summary>Pick-up location dropdown shows access groups in the Credential workflow</summary>

If the Delivery location field displays access groups instead of locations, the [workflow uses the wrong list type](/command-centre/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/working-with-workflow-templates/access-request-workflow-template.md#step-configuration-data-initialisation). It uses an Access Group list instead of a Location list.

</details>

<details>

<summary>Card types do not appear in the Credential Request workflow</summary>

Check that card types in the [Card Type List are not hidden](/command-centre/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/lists/command-centre-lists/card-type-list.md). Unhide at least one card type in the list to resolve the issue.

</details>

### Area Management

<details>

<summary>Area Management menu item does not appear</summary>

The **Areas** option is not visible for the approver.

* To show Area Management for any user, first configure the option. Follow the instructions in [Area Management Set Up](/command-centre/accessnow-user-guide/area-management/areas-auditing/area-management-set-up.md).
* If the menu item does not appear for one user, they are not an approver. Add them to an approver user group. Assign the approver group to at least one access group.

  The wrong access group may also be configured in the Area Management settings. This can occur when multiple access groups are configured in AccessNow. Choose the primary access group list for identifying Area Managers. Then select that list in the Area Management settings. See [Area Management Set Up](/command-centre/accessnow-user-guide/area-management/areas-auditing/area-management-set-up.md) for detailed instructions.

</details>

<details>

<summary>Missing cardholder information in the Area Management side panel</summary>

The Area Management module can display selected cardholder information. Select a cardholder record to open the side panel. The side panel can include PDFs and competencies.

If the information is configured in the Area Management settings but does not appear, it is not filled in within Command Centre. See [Area Management Set Up](/command-centre/accessnow-user-guide/area-management/areas-auditing/area-management-set-up.md).

</details>

### Email notifications

<details>

<summary>AccessNow emails fail to send</summary>

AccessNow uses the Gallagher email service. If the service is operating normally, the likely cause is the embedded [customer logo's size](/command-centre/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/email-templates/master-templates.md). Large logos embedded in emails as base64 may prevent emails from being sent. To troubleshoot, remove the logo and send the email through the workflow again.

</details>


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