# Troubleshooting

<details>

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

To ensure access groups appear in AccessNow, an AccessNow operator 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>A non-SSO user is created before SSO is enabled and then logs in via SSO. How to merge the accounts? </summary>

* When non-SSO user is created before SSO is enabled and then logs in via SSO the system will prompt to merge the accounts. The user must enter their previous password. Afterward, contact Gallagher Support to remove the saved password from the system. Once this is completed, the accounts are effectively merged, and the user can log in with SSO.
* Users cannot remove a password via the user management interface and only Gallagher  can do this.&#x20;
* After merging, the user should use SSO for future logins, and the non-SSO credentials can be cleaned up by removing them from all groups or disabling the account.&#x20;

</details>


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