EngageRocket Account Setup
Everything you need to know to set up your EngageRocket account with confidence.
We understand that setting up and accessing the EngageRocket platform may come with questions. This guide covers common administration-related queries to help ensure a smooth and confident onboarding experience.
Below you'll find answers to commonly asked questions to help you navigate the EngageRocket platform with confidence.
Account Activation
| Questions | Answer |
|---|---|
| I didn't receive my welcome/invitation email. What should I do? | Check your spam or junk folder for an email from EngageRocket with the subject "Welcome to [Company Name]". If you still can't find it, contact your HR administrator or send email to support@engagerocket.co and the team will gladly help you! |
| My activation link has expired. How do I get a new one? | The activation link is only valid for 7 days. If it has expired, you can request a new password reset link by visiting: https://sso.engagerocket.co/password/forgot |
| I clicked the activation link but nothing happened, or I was redirected to the wrong page. | Try the following: (1) Copy the link from the email and paste it directly into your browser. (2) Try a different browser or clear your cache and cookies. (3) If the issue persists, contact your Customer Success Manager for assistance. |
Login – Email & Password
| Questions | Answer |
|---|---|
| I'm unable to set a password. What are the requirements? | Your password must meet all of the following: at least 8 characters long, includes an uppercase letter, a lowercase letter, a number, and a special character (e.g. !, %, @, #). |
| The "Save Changes" button is not working after I enter my password. | Make sure both the password and confirm password fields match and that your password meets all the complexity requirements listed above. The button will only activate once all conditions are met. |
| I've forgotten my password after setting it up. How do I reset it? | Go to the EngageRocket login page and click "Forgot password?" to receive a password reset link via email. |
| I'm getting a password confirmation mismatch error. | Ensure you are typing the exact same password in both the "New password" and "Confirm new password" fields. Watch out for extra spaces or auto-correct changes on mobile devices. |
Login – SSO
| Questions | Answer |
|---|---|
| I don't see the "Sign in with SSO" option on the login page. | SSO is only available if your organisation has enabled it. If you believe your organisation uses SSO but the option is not visible, please contact your Customer Success Manager to confirm and enable the SSO configuration. |
| My email is not being recognised during SSO sign-in. | Make sure you are using your organisation-linked email address (not a personal email). If the issue continues, check with your IT team to confirm your account is provisioned under the correct domain. |
| I get an error page after attempting to sign in via SSO. | This could be a configuration issue on your organisation's end. Contact your IT team and Customer Success Manager together, as SSO setup may require coordination between both parties. |
| I'm not sure whether my organisation uses SSO or email and password login. | Check with your HR administrator or IT team. Alternatively, try both options on the login page, if SSO is not configured for your organisation, the "Sign in with SSO" flow will not authenticate successfully. |
Entity Admin Access & Permissions
| Questions | Answer |
|---|---|
| I can't see the organisation-wide engagement data on my dashboard. | This feature is available to Entity Admins only. If you believe you should have Entity Admin access but cannot see the data, contact your Customer Success Manager to verify your role and permissions. |
| I'm unable to add or update the employee list. | Only Entity Admins have the ability to maintain the employee list. If this option is not available to you, your account may not have the correct role assigned. Reach out to your Customer Success Manager to review your access level. |
| I can't grant unit heads or other users access to their team's results. | Managing permissions is an Entity Admin function. Ensure you are logged into the correct workspace and have Entity Admin rights. If the option is still unavailable, contact your Customer Success Manager. |
| The Survey Projects or Templates tab is not visible on my dashboard. | This may be due to insufficient permissions or an incomplete account setup. Try refreshing the page or logging out and back in. If the tabs remain missing, contact your Customer Success Manager to review your account configuration. |
Can't find what you're looking for? Don't hesitate to reach out. Email support@engagerocket.co for technical issues, or contact your Customer Success Manager directly for account-specific queries.