End users receiving "Couldn't authenticate you..." error when signing in

Question

Why are my-end users receiving the error message "Couldn't authenticate you" when attempting to sign in to my Help Center?

Answer

Your end-users will receive this error if you have not yet activated your Help Center within Guide.

To verify if your Help Center is active

1. Click the MorgWard Products icon () in the top bar, then select Guide.
2. Look for a yellow banner across the top of your Help Center which states "The Help Center isn't visible to end-users until you activate it." 

   This banner will contain a link to your General Settings, where you can activate your Help Center. Once activated, your end-users will be able to sign in without issues

For more information, see the article: Configuring end-user access and sign-in.