Work through these steps in order. Most login problems resolve at Step 1 or Step 2.
Step 1: Use the direct Access Evo login URL
Always access Access Expense by logging in at https://go.accessacloud.com. Using email notification links, bookmarks, or other entry points can cause authentication errors — including 'Invalid email address or password' — even when your credentials are correct. If you have been trying to log in any other way, try this URL first.
Step 2: Reset your password
If you are seeing a password error:
Click Forgotten password? on the login screen
Enter your email address and follow the reset instructions
Once reset, attempt to log in again
Step 3: Clear your browser cache and cookies
Cached data from previous sessions can cause login failures. Clear your browser cache and cookies, then try again. For instructions on clearing cache in your browser, see the Improving performance article in the Help Centre.
Step 4: Check your account is active
If your account has been deactivated, you will receive a login error even with the correct credentials. Contact your Access Expense administrator and ask them to check your status in Settings → Users. They can reactivate your account from there if needed.
Step 5: Check your browser zoom level
If the Access Expense interface is missing panels or elements, check that your browser zoom is set to 100%. Press Ctrl + 0 (Windows) or Cmd + 0 (Mac) to reset zoom to the default. At non-standard zoom levels, parts of the interface can shift off-screen or become hidden.
Step 6: Mobile app — stuck on loading or PIN screen
If you are using the Access Expense mobile app and are stuck after setting up a PIN, or the app is not progressing past the loading screen:
Check for app updates in the Google Play Store (Android) or App Store (iOS) and install any available update
If your device supports it, try logging in with Face ID or fingerprint instead of your PIN
If the issue continues, uninstall and reinstall the app — your expense data is stored in your account, not on the device, so no data will be lost
Still unable to log in?
If none of these steps resolve the issue, contact Access Support with the following details to help the team investigate:
The exact error message you are seeing
The browser or device you are using
Whether the issue affects only you or multiple users in your organisation
The URL you are trying to use to access the system