You sign in with your work email and password (or an invitation link your administrator sent you).
If your administrator set up your account and gave you a temporary password, you will be asked to choose your own password the first time you sign in. That is expected, not a fault: the temporary one stops working at that point, so nobody but you knows the password on your account. Pick something at least 12 characters long — and if it is refused, it is because it is too short or has appeared in a public list of leaked passwords, so choose another.
While the sign-in form is loading
The page shows a card reading Sign in to PrymeLedger with the fields greyed out while the form loads. That is the page working, not stuck — wait for the fields to become editable rather than reloading, because a reload starts the wait again.
If you are already signed in and open the sign-in address, the page says so and offers to continue to your workspace, or to sign out and use a different account. You are not being asked to sign in twice.
The address you sign in at
Signing in happens at prymehq.com, whichever address you started from. If you have the old address bookmarked you do not need to change anything — you will be taken to prymehq.com to sign in and brought straight back to where you were going. Seeing the address change in your browser at that moment is expected.
There is one sign-in for everything, so once you are signed in you stay signed in as you move between the parts of the product.
Your role decides what you can see and do:
| Role | What it's for |
|---|---|
| Viewer | Read published reports and dashboards |
| Care agent | Work the customer care desk; no Ledger pages or APIs |
| Operations | Operational reports and reconciliations (stock, production, orders) |
| Finance | Financial reports, statements, and reconciliations |
| Admin | Everything, plus user management, connections, and settings |
A report can be limited to certain roles — if you believe you're missing a report you should have, ask your administrator to check your role under Admin → Users.
If an action does nothing, or the app was just updated
If you click something and nothing happens, and a message appears saying This page is out of date, the app was updated while your tab was open. Choose Reload and carry on — nothing you did was lost, and you are still signed in until you sign out on the reloaded page.
That matters most on a shared machine: if you clicked Sign out and saw that message, you have not signed out yet. Reload, then sign out again.
If the screen is blank after signing in
Very occasionally after an update, your browser holds on to an old version of the app. A hard reload fixes it: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac). If that doesn't help, sign out and in again — and if it persists, contact support through the chat.