Account help
Locked out, or something isn't working
Sign-in, access and security questions. Readable without an account, because the answers you need most are the ones you need before you can get in. Guides for using the platform live inside your account under Support.
Signing in
I forgot my password.
Use the “Forgot password” link on the sign-in page and enter the email you use with us. If that address has an account, a reset link arrives within a few minutes. Check spam before trying again. Requesting several links in a row invalidates the earlier ones, so the first email you open may already be dead.
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The reset email never arrived.
Check the spam or promotions folder first, and confirm you used the same address we email you at. A work address and a personal one are separate accounts to us. If it still hasn't arrived after ten minutes, email support@primagery.com and we'll sort it out directly rather than have you keep trying.
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My password is right but it won't let me in.
The most common cause is a saved password from before a reset. Your browser fills the old one and it looks correct. Type it manually once to rule that out. If your account uses two-factor, check that your phone's clock is set automatically; a clock that has drifted produces codes that are rejected.
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I keep getting signed out.
Signing in on a new device or browser is normal and doesn't end your other sessions. Being signed out repeatedly on the same device usually means private browsing or a setting that clears cookies on close. If neither applies, tell us. Repeated sign-outs can also mean something we should look at.
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Access
I can see the login page but not my dashboard.
That usually means your account exists but isn't linked to your business yet, which happens if an invite was sent before setup finished. Contact us with the email you signed in with and we'll connect it.
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A page I used yesterday is gone.
Menus show only what your role has access to, so a change to your permissions can remove an item. If you think that's a mistake, ask whoever manages your account, or contact us.
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How do I add someone from my team?
Contact us with their name, email, and what they need to do. We'll set the right level of access rather than give everyone everything, which keeps your client data properly scoped.
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Security
Should I turn on two-factor authentication?
Yes, especially if your account can see client data or send email. It's the single biggest difference between a stolen password being an inconvenience and being an incident. You can enable it from your account settings once signed in.
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I think someone else has access to my account.
Change your password immediately, then email support@primagery.com straight away. Don't wait until you're sure. We can review recent activity and end other sessions. Acting on a suspicion costs you a few minutes; being right and waiting costs a great deal more.
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Will you ever ask for my password?
No. Nobody at Primagery will ever ask for your password, a two-factor code, or a reset link, by email, phone, or message. If someone does, it isn't us. Forward it to support@primagery.com and we'll confirm.
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Getting help
How do I reach a human?
Email support@primagery.com. It works whether or not you can sign in, and a real person reads it. You can also use the contact form on this site. Include the email address you use with us so we can find your account.
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Where is the rest of the documentation?
Guides for using the platform live inside your account, so they can be specific to what you actually have. Sign in and open Support. This page covers only what you might need before you can get in.
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Still stuck? Email support@primagery.com . A real person reads it, and it works whether or not you can sign in. You can also use the contact form.