> 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/troubleshooting-and-help.md).

# Troubleshooting and Help

### Getting help

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

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).

<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. Once merged the SSO account is used for the consecutive logins.
* 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.

</details>

<details>

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

* Many 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, so the email address must be exactly the same in both systems.

</details>


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