When logging into your user account with your eID, you may experience that you cannot do anything (e.g., send out a document for signature).
The cause of this issue might be that you had signed a personal document via Penneo with that eID in the past.
Why can't you send out documents for signature?
If you have used your eID (e.g., NemID/BankID/FTN/Itsme) for signing personal documents via Penneo in the past, a private archive had been automatically created for you and can be accessed by logging into Penneo with that eID.
If you are now associated with an organization that has a company account in Penneo, and you are given a user account in the new company account, you cannot access your new user account via that same eID you had used in the past to sign documents in Penneo (unless you connect that eID to the company account).
If you don't connect your eID to the new user account - when logging into Penneo using that eID, you will access your personal archive (created when you signed a document with that eID). That is because Penneo does not recognize you as affiliated with your company account.
Therefore, if you want to use your eID to access your new user account linked to your company, you need to connect the eID to your Penneo login in your new user account.
Similarly, if you connect your eID to a company account, you will no longer be able to access your personal documents (in your private archive) by logging into Penneo with your eID.
After connecting your eID to a company account, when you log into Penneo with that eID, you will be logging into the company account - instead of your personal archive.
To access your personal documents previously signed with that eID, you need to remove the connection of your eID from the company account.
Solution: Activate your user account and log in with the right credentials
To get started with Penneo as a user of your company account, you have to receive an invitation via e-mail to activate your user account with a username and password (or another type of login method chosen by your company).
If you have already received an invitation, then just complete the process. Once you have activated your user account, you can log into it at app.penneo.com using the same login method you have used to activate your account.
To sum up, if you are logged into Penneo but cannot do anything, follow the instructions below:
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Log out of Penneo
- After you have logged out, you will see the login window again. Choose the login method that you used when activating your user account. If you used a username and password, then you must log in with that login method.
Now you will have accessed your user account related to your company.
If you want to be able to log into your user account related to your company with an electronic ID, follow this guide: How to connect an eID to my Penneo login.
If you are unable to log in to your company account (because you have forgotten your credentials, or it's the first time you are logging in), your Penneo administrator can activate or reset your password for you.
Check out these guides to learn more: