> For the complete documentation index, see [llms.txt](https://help.cerby.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.cerby.com/tips-and-troubleshooting/troubleshooting/workspace-access/troubleshooting-emergency-access-issues.md).

# Troubleshooting: Emergency Access issues

This article describes how to resolve common Emergency Access issues, including assignment limits, enrollment errors, and failed logins.

This article helps you fix the following common issues with the Emergency Access feature.

* [Can't reach the emergency access enrollment page](#cant-reach-the-emergency-access-enrollment-page)
* [Reached the maximum emergency access assignments](#reached-the-maximum-emergency-access-assignments)
* [Reached the maximum registered security keys](#reached-the-maximum-registered-security-keys)
* [Can't assign a user to emergency access](#cant-assign-a-user-to-emergency-access)
* [Can't terminate an active emergency access session](#cant-terminate-an-active-emergency-access-session)
* [Emergency access login could not be completed](#emergency-access-login-could-not-be-completed)
* [Not receiving emergency access emails](#not-receiving-emergency-access-emails)

The following sections describe each issue and, if applicable, the proposed solution.

***

## Can't reach the emergency access enrollment page

### Problem description

When you open your emergency access enrollment link, Cerby shows the page not found error instead of the **Set up your Cerby Emergency Access** page.

### Cause

Cerby shows this generic error instead of a specific permission message, so that a workspace member who isn't assigned to emergency access can't learn that the feature exists from the enrollment link alone.

**Common triggers:**

* You are not currently assigned to emergency access.
* Your workspace **Owner** or **Super Admin** removed your assignment after the enrollment email was sent.
* Emergency Access is not turned on for your workspace.
* You opened the link from a session that isn't authenticated through your identity provider.

### Who this affects

* [ ] **Users** who received an enrollment email but are not, or are no longer, assigned to emergency access
* [ ] **Users** who opened the link from an expired or unauthenticated session

### Solution

To resolve this issue, you must complete the following steps:

1. Log in to your [Cerby](https://app.cerby.com/) workspace through your identity provider, and then open the enrollment link again.
2. If the page not found error is still displayed, contact your workspace **Owner** or **Super Admin** to confirm that you are currently assigned to emergency access.

**Expected result:** The **Set up your Cerby Emergency Access** page is displayed, and you can register a security key.

***

## Reached the maximum emergency access assignments

### Problem description

As a workspace **Owner** or **Super Admin**, you see the message **"The limit of 3 designated accounts has been reached. Remove one to add another."** when you try to assign a new emergency access user.

### Cause

Cerby limits each workspace to three assigned emergency access users. This limit keeps emergency access narrowly scoped to a small, auditable set of users.

**Common triggers:**

* Your workspace already has three assigned emergency access users.

### Who this affects

* [ ] **Workspace admins** who are trying to assign a fourth emergency access user

### Solution

To assign a new user, you must complete the following steps:

1. Log in to your [Cerby](https://app.cerby.com/) workspace.
2. Use the steps in [Remove users' emergency access assignments](https://help.cerby.com/setup-and-admin/security-governance/emergency-access/remove-users-emergency-access-assignments) to remove a user you no longer need to assign.
3. Use the steps in [Assign users to emergency access](https://help.cerby.com/setup-and-admin/security-governance/emergency-access/assign-users-to-emergency-access) to assign the new user.

**Expected result:** The new user is assigned and receives an enrollment email.

***

## Reached the maximum registered security keys

### Problem description

As an assigned user, you see a generic error message when you try to register a new security key.

### Cause

Cerby limits each assigned user to five registered security keys. This limit keeps emergency access narrowly scoped to a small, auditable set of credentials.

**Common triggers:**

* You already have five registered security keys.

### Who this affects

* [ ] **Users** who are trying to register a sixth security key

### Solution

To register a new security key, you must complete the following steps:

1. Open your emergency access enrollment page.
2. Use the steps in [Remove a registered security key](https://help.cerby.com/setup-and-admin/security-governance/emergency-access/remove-a-registered-security-key) to remove a security key you no longer use.
3. Register the new security key.

**Expected result:** The new security key appears in the **Your registered keys** list.

***

## Can't assign a user to emergency access

### Problem description

As a workspace **Owner** or **Super Admin**, you see an error message when you try to assign a user to emergency access, and the user is not added to your list of assigned users.

### Cause

Cerby validates a few conditions before adding an assignment.

**Common triggers:**

* The user is a guest user, is not active, or does not log in to your workspace through your identity provider.
* The user is already assigned to emergency access.

### Who this affects

* [ ] **Workspace admins** who are trying to assign an ineligible user
* [ ] **Workspace admins** who are trying to assign a user that's already on the list

### Solution

To resolve this issue, you must complete the following steps:

1. Confirm that the user is active, is not a guest user, and logs in to your workspace through your identity provider.
2. Check your current list of assigned users to confirm this user isn't already assigned.
3. If the user is eligible and not already assigned, try assigning them again.

**Expected result:** The user appears in your list of assigned users and receives an enrollment email.

***

## Can't terminate an active emergency access session

### Problem description

As a workspace **Owner** or **Super Admin**, you click **End session** for an assigned user, and Cerby displays an error instead of ending the session.

### Cause

Terminating an emergency access session requires Cerby to reach the service that tracks active sessions. A temporary issue with that service causes this error.

**Common triggers:**

* A temporary issue with Cerby's session-tracking service.

### Who this affects

* [ ] **Workspace admins** who are trying to terminate an active emergency access session

### Solution

To resolve this issue, you must complete the following steps:

1. Wait a few minutes, and then click **End session** again.
2. If the error persists, contact Cerby Support. Even without manual action, an emergency access session expires automatically within thirty minutes.

**Expected result:** A success message is displayed confirming the number of active emergency access sessions that were ended.

***

## Emergency access login could not be completed

### Problem description

**Error message:** "Cerby Emergency Access login could not be completed."

When you try to log in with emergency access, this generic message is displayed and you are not logged in to your workspace.

### Cause

Cerby returns the same generic message for every emergency access login failure, so that an unauthorized attempt can't determine which detail is incorrect. Several unrelated conditions produce this same message.

**Common triggers:**

* You entered an email address that is not assigned to emergency access.
* Your emergency access assignment was removed.
* You verified with a security key that is not registered to your account.
* The verification prompt from your browser or device timed out or was canceled.
* Emergency Access is not turned on for your workspace.

### Who this affects

* [ ] **Users** who are attempting an emergency access login during an identity provider outage

### Solution

To resolve this issue, you must complete the following steps:

1. Confirm that you entered the email address for the account you were assigned.
2. Try again and complete the verification prompt with the same security key you originally registered.
3. If the error persists, contact your workspace **Owner** or **Super Admin** to confirm that you are still assigned to emergency access.

**Expected result:** You are logged in and redirected to your dashboard.

{% hint style="danger" %}
**IMPORTANT:** If emergency access login continues to fail during an active identity provider outage, contact Cerby Support immediately. Do not wait for a scheduled response, since Emergency Access exists specifically for this situation.
{% endhint %}

***

## Not receiving emergency access emails

### Problem description

You expect to receive an emergency access enrollment email, or an emergency access login alert email (see [Explore Cerby Emergency Access](https://help.cerby.com/setup-and-admin/security-governance/emergency-access/explore-emergency-access)), and it does not arrive.

### Cause

Emergency access emails are sent by Cerby's email service and can be delayed or filtered like any other email.

**Common triggers:**

* The email was delivered to a spam or junk folder.
* Your email provider is filtering or delaying messages from Cerby.
* The email address on your account in your identity provider is outdated.

### Who this affects

* [ ] **Users** waiting for an emergency access enrollment email
* [ ] Workspace **Owners**, **Super Admins**, and **Admins** waiting for an emergency access login alert email

### Solution

To resolve this issue, you must complete the following steps:

1. Check your spam or junk folder for an email from Cerby.
2. Confirm that your email address in your identity provider is current.
3. If you still don't receive the email after a few minutes, contact your workspace **Owner** or **Super Admin** to resend the enrollment invitation, or contact Cerby Support.

**Expected result:** You receive the email and can complete enrollment or review the login alert.

***

## Get help

If the issue persists, contact:

1. **Your workspace Owner or Super Admin** for assignment and permission issues.
2. **Cerby Support** at <support@cerby.com>.

## Related articles

**Related troubleshooting:**

* [Troubleshooting: IP address restricted by the workspace](/tips-and-troubleshooting/troubleshooting/workspace-access/troubleshooting-ip-address-restricted-by-the-workspace.md)

**Feature guides:**

* [Explore Cerby Emergency Access](https://help.cerby.com/setup-and-admin/security-governance/emergency-access/explore-emergency-access)
* [Assign users to emergency access](https://help.cerby.com/setup-and-admin/security-governance/emergency-access/assign-users-to-emergency-access)
* [Register a security key for emergency access](https://help.cerby.com/setup-and-admin/security-governance/emergency-access/register-a-security-key-for-emergency-access)
* [Log in with emergency access](https://help.cerby.com/setup-and-admin/security-governance/emergency-access/log-in-with-emergency-access)
* [Terminate emergency access sessions](https://help.cerby.com/setup-and-admin/security-governance/emergency-access/terminate-emergency-access-sessions)
* [Remove users' emergency access assignments](https://help.cerby.com/setup-and-admin/security-governance/emergency-access/remove-users-emergency-access-assignments)
* [Remove a registered security key](https://help.cerby.com/setup-and-admin/security-governance/emergency-access/remove-a-registered-security-key)


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