❓Login Help, Notifications, and Common Issues

Got a question? You’re in the right place!

Here’s a collection of the most commonly asked questions to help you navigate Atobi with ease. Before reaching out to support, check this article - you might find your answer right away! 💡

In This Article:

🔑 Can't Log In?

🍪 Clear Your Cookies and Cache

📄 Can’t See an Article?

🗣️ Can’t See a Feed Post?

👀 Post Visible to Too Many Members?

🔔 Notification Issues

🖼️ Images or Videos Not Loading?

🐢 App Feels Slow?

📲 Seeing a message to switch apps? (App Store users only)

🖥️ Supported Platforms

📩 Still Need Help?

🔑 Can't Log In?

Can’t log in? No worries - we’ve got you! 💛

Whether you're seeing an error message, missing a code, or something just isn’t loading - this section will guide you through the most common login issues and how to fix them. 👇

❌ Invalid Email

If you're seeing the message "Sorry, we couldn't find an account with such Email.", it means your email hasn’t been added to Atobi yet.

👉 What to do:

Ask your manager to confirm that you’ve been added to the system.

They can follow this guide on how to add members.

🔄 Trouble Logging In After Entering Email

If you're able to enter your email, but can’t log in - maybe because your login code expired, or you forgot your password - you can fix it by requesting a new code.

👉 Click “Need a new password?” on the login screen.

This will:

✅ Send a 6-digit code to your registered email

✅ Let you reset your password and log in again

⚠️ Important: The code is valid for 15 minutes. If it expires or doesn’t work, just click the button again to get a new one.

📭 Not Receiving the Password Reset Code

If you’ve clicked “Need a new password?” but haven’t received the 6-digit code, try the following:

1. 📥 Check your spam or junk folder
2. 🕐 Wait a few minutes - sometimes there’s a short delay
3. 🔁 Click the reset link again to generate a new code

Still nothing?

👉 Ask your manager or Atobi administrator to reset your password for you.

You can use the new password to log in and then set your own password from there.

👨‍💼 Manager Reset Access

If you're a manager, you can help your team reset their passwords. Check out our guide 👉 here

🍪 Clear Your Cookies and Cache

🧹 This can help with:

• Session timeout errors
• “Your session has expired” messages
• Stuck login screens
• App keeps logging you out
• Missing articles, tasks, or posts
• Pages not updating
• Buttons or features not working
• Images or videos not displaying

✅ If you're experiencing any of these, clearing your cookies and cache should be your first step.

🔧 How to clear cookies and cache:

Google Chrome 🏆

1. Click the three dots in the top-right corner
2. Go to Settings > Privacy and Security
3. Click Clear browsing data
4. Choose Cookies and other site data and Cached images and files
5. Set Time range to All time
6. Click Clear data

Safari (Mac) 🍏

1. Click Safari > Settings from the top menu
2. Go to the Privacy tab
3. Click Manage Website Data
4. Search for Atobi, then click Remove All
5. Confirm by clicking Remove Now

Microsoft Edge 🌐

1. Click the three dots in the top-right corner
2. Go to Settings > Privacy, search, and services
3. Under Clear browsing data, click Choose what to clear
4. Select Cookies and other site data
5. Set Time range to All time
6. Click Clear now

Firefox 🔥

Atobi doesn’t officially support Firefox. Please use Chrome, Safari, or Edge for the best experience.

📄 Can’t See an Article?

If you’re missing an article in Atobi - even though it’s been published - it usually means you are not included in the audience the article was published to.

👉 What to do:

Ask your platform manager to check if you are included in the audience for the article.

If not, they’ll need to update the audience and make sure it includes your:

• 🏪 Location
• 👤 Profession

📌 Only platform managers or admins can update audience settings.

🛠️ For platform managers:

If a member says they can’t see an article:

1. Go to the article in Article Studio
2. Check which audience(s) the article is published to
3. Open the Audience page and find the relevant audience
4. Click Edit
5. Cross-check whether the member’s location and/or profession is included in the audience
6. If it's missing, add it and click Save
7. Ask the member to log out and back in to refresh their permissions

🕐 Permissions may take a few hours to sync - but logging out and back in will update them right away.

🗣️ Can’t See a Feed Post?

If you’re missing a post in the Feed, this usually means the post was either published to the wrong group, or you’re not included in the audiences attached to the group it was published to.

👉 What to do:

Ask your platform manager to check:

• Which group the post was published to. If the post was published to the wrong group, the person who created it can edit the post and update the group
• Whether your assigned location and/or profession is included in one of the audiences inside that group

If not, they’ll need to update the audience and make sure it includes your:

• 🏪 Location
• 👤 Profession

📌 Only platform managers or admins can update audience or group settings.

🛠️ For platform managers:

If a member can’t see a post:

1. Ask the person who posted it to check which group the post was shared with
2. In Channel Studio, open the Feed
3. Check which audiences are added to the group
4. Go to the Audience page and find the relevant audience(s)
5. Click Edit
6. Cross-check whether the member’s location and/or profession is included
7. If needed, update the audience and click Save
8. Ask the member to log out and back in to apply the changes instantly

🕐 Permissions may take a few hours to sync - but logging out and back in will update them right away.

👀 Post Visible to Too Many Members?

If a post is showing up for people who shouldn’t see it (like HQ or HR users seeing store-level content), it’s usually because of how audiences and location hierarchy work in Atobi.

📌 Why it happens:

If a user has global admin access and is assigned to a higher-level location (like a region or HQ), they will automatically be included in any audience created for locations under that hierarchy - even if they’re not directly assigned to the lower-level location.

For example:

• A region manager with global access will also be included in audiences created for stores within that region
• An HQ user assigned to a top-level location can end up included in all audiences created beneath it

✅ How to control it:

To make sure posts are only visible to the right people:

• ✅ Use profession filters in your audience setup

  (e.g. exclude HQ roles if the content is for store employees only)

• ✅ Double-check the audience settings inside the Feed group before publishing

🔔 Notification Issues

Not receiving notifications from Atobi? Here's what to check ✅

📱 First, make sure notifications are allowed for the Atobi app

If you're not receiving any notifications, it may be because your device settings have notifications turned off.

• On mobile, make sure notifications are enabled for Atobi - just like any other app
• On desktop, you may need to allow notifications when prompted by your browser

📌 You can follow this guide for steps on enabling notifications 👉 How to install Atobi (and enable notifications)

📢 Notifications you may receive:

📰 New articles (If notifications are enabled in that channel)

🗣️ New feed posts (Also depends on the channel’s notification settings)

📩 Direct messages or group chats

👍 Reactions to your posts

💬 Comments on your posts

🔁 Replies to your comments

🏆 Achievements (If your organization uses them)

🕗 When are notifications delivered?

Atobi sends notifications between 08:00 and 21:00 in your local time.

Note: local time is based on the location settings assigned to your profile in Atobi.

If something is posted outside that window (for example, at 22:00), you’ll receive the notification the next morning starting at 08:00.

🖼️ Images or Videos Not Loading?

If images or videos in Atobi aren’t showing up - or are stuck loading - here’s what to check:

🌐 Check your internet connection

A slow or unstable connection can prevent media files from loading.

Try refreshing the page or switching to a stronger Wi-Fi network.

⏳ Just uploaded something?

If you just uploaded an image or video, give it a moment.

Atobi may still be converting it into a web-optimized format.

📸 For images:

• 🔄 Refresh the page
• ✅ Use supported formats: .jpg, .png, .gif
• 📦 File size limit: 500MB
• 💻 If the image still doesn’t load, try another browser or device

🎥 For videos:

• ✅ Use .mp4 format - this is the officially supported video type
• ⚠️ .mov files may show an error during upload, but will often work once the article is saved
• 🔁 If needed, convert your video to .mp4 before uploading
• 📦 File size limit: 500MB
  • The closer the file is to the limit, the longer it may take to process and load
  • Try compressing the video to a smaller size if it seems stuck or is loading slowly

💡 If the video works for others but not for you, try refreshing or switching browsers

🐢 App Feels Slow?

If Atobi feels slow or takes longer than usual to load, you're not alone - it can happen now and then, depending on your device, connection, or browser setup.

Here are a few things you can try:

• 📶 Check your internet connection

  A weak or unstable connection is the most common reason the app may feel slow. Try switching to a stronger Wi-Fi network.

• 📱 Close unused apps (on mobile)

  Running many apps in the background can use up memory and slow things down.

• 🧩 Reduce browser load (on desktop)

  If you have lots of browser tabs open or are using many extensions, it can slow the app.

  👉 Try using Atobi in a private/incognito window or temporarily disable extensions.

📲 Seeing a message to switch apps? (App Store users only)

If you’re using the Atobi app downloaded from the App Store or Google Play, and you see a message saying that the app is no longer supported - don’t worry! 👇

Your company is now using the new browser-based version of Atobi.

🔄 Why you're being asked to switch:

Atobi is moving away from the old App Store app and switching all customers to the new web version (PWA).

This version runs in your browser and is customized for your company.

You might notice:

• A custom app icon on your phone
• A new app name
• A personalized link

It’s still the same Atobi app - just customized for your team.

✅ What to do:

• Click the link shown in the message to open the new app in your browser

• You can add it to your home screen just like a regular app

  👉 Need help? Check our PWA installation guide

🖥️ Supported Platforms

For the best experience, use Atobi on the latest supported browsers and operating systems.

💻 Desktop Browsers:

• Google Chrome - Version 121 or above
• Safari - Version 17 or above
• Microsoft Edge - Version 79 or above

🚫 Firefox is not officially supported

📱 Mobile Operating Systems:

• Android - Version 5.0 or above
• iOS - Version 16.4 or above

📩 Still Need Help?

No worries - we’re here for you! If you didn’t find the answer you were looking for, just reach out to us via email at 👉 help@atobi.io 👈

To help us assist you faster, please include the following details in your message:

• 📝 Subject line: A short, clear title for your issue (e.g. “Can’t log in”)
• 🏢 Company & location: Let us know which company and store location you work at
• 💬 What’s happening: Describe the issue in as much detail as you can
• 🌍 Where it’s happening:
  • Web browser (e.g. Chrome, Safari)
  • Mobile device (e.g. iPhone 13, Samsung Galaxy)
• 🔄 Steps to reproduce: Try to explain step-by-step what you clicked or did before the problem appeared.
• 📸 Screenshots or screen recording (if possible)
• ✨ Any extra info that might help us understand the situation