# Signing in to DraftPilot

How to sign in to DraftPilot in Word and on the web, whether you use your company sign-in or a password, and how to fix the most common sign-in problems.

You use the same DraftPilot account in Word and in your browser. How you sign in depends on how your organisation has set DraftPilot up:

-   **Company sign-in (single sign-on).** Most organisations sign in this way. You sign in with your usual work account (Microsoft, Okta or Google), the same one you use for email and other work apps. **You don't have a DraftPilot password.**

-   **Email and password.** You chose a DraftPilot password when you accepted your invitation.

If you're not sure which applies to you, follow the steps below. DraftPilot works it out from your email address.

## How to sign in

1.  **Open DraftPilot.**

    -   **In Word:** on the **Home** tab, click **DraftPilot**. If you can't see the button, see [Downloading DraftPilot from the Microsoft App Store](/knowledge-base/downloading-draftpilot-from-the-microsoft-app-store).

    -   **In your browser:** go to **[https://app.draftpilot.ai](https://app.draftpilot.ai)**. You don't need to install anything.

2.  **Enter your work email address.** Use the address your DraftPilot account was set up with, not a personal address.

3.  **Click the button under your email.** What it says tells you how you'll sign in:

    -   **Connect to SSO** means your organisation uses company sign-in. DraftPilot sends you to your company's sign-in page. Enter your **normal work password** there, and complete any security check your company uses.

    -   **Next** means you'll sign in with a DraftPilot password. Enter it and click **Sign in**.

4.  **If you're asked to "Select your region"**, choose **EU / Europe** or **US / United States**. This only appears when your email address has an account in both. The region you used last time is highlighted.

### Signing in from Word

In Word, your company's sign-in page opens in a separate window rather than inside the DraftPilot pane. Finish signing in there and the window closes by itself.

Some organisations sign you in through your web browser instead. Word then shows *"We've opened your browser to finish signing in."* Complete sign-in in the browser tab that opens. If Word doesn't pick it up automatically, the browser shows a one-time code. Type it into the **Code from browser** box in Word and click **Finish sign in**.

### How long you stay signed in

You normally stay signed in for up to three months. Your organisation may also sign you out after a period of inactivity. If so, you'll see a *"Still there?"* warning a minute before it happens. Click **Stay signed in** to carry on.

## Common problems

### I don't know my password, or there's no "Forgot password?" link

This almost always means your organisation uses company sign-in, so **there is no DraftPilot password to reset**. Password reset emails are not sent for these accounts.

Enter your work email and click **Connect to SSO**. When your company's sign-in page appears, use the password you use for your work email and other work apps. If you've forgotten that password, your IT team can reset it. DraftPilot can't.

If your organisation uses email and password, click **Next** after entering your email, then click **Forgot password?** under the password box.

### "The email and password combination can't be found in the system"

Check the following, in this order:

1.  **The email address.** It must match your DraftPilot account exactly. Common mix-ups are a personal address instead of your work one, an affiliate or subsidiary's domain instead of your main company domain, or a short form of your name instead of the full one.

2.  **Whether you have an account yet.** If you haven't received an invitation, ask your DraftPilot admin to invite you. See [How to add or remove users and manage workspaces](/knowledge-base/how-to-add-remove-users-and-manage-workspaces).

3.  **Your password.** If the email is right, click **Forgot password?** to choose a new one.

### "Finish setting up your account"

You've been invited but haven't set a password yet. DraftPilot has re-sent your invitation. Open it and follow the link to choose a password. If it isn't in your inbox, check your spam or junk folder.

### The password reset email never arrives

1.  Check your spam, junk and quarantine folders for an email from **contact@draftpilot.ai**.

2.  Check that you typed the exact email address on your DraftPilot account. If the address doesn't match an account, no email is sent.

3.  Check whether your organisation uses company sign-in (see [I don't know my password](#i-dont-know-my-password-or-theres-no-forgot-password-link) above). If it does, you don't need a reset email.

4.  If your company filters incoming email, ask your IT team to release messages from contact@draftpilot.ai.

The reset email contains an access token. Paste it into the **Access token** box on the DraftPilot page you came from, or click **Reset your password** in the email.

### "Your account has been suspended"

Your DraftPilot licence is inactive. This happens when an admin removes or archives your account, or when a trial or subscription ends. Ask your DraftPilot admin to reinstate you, or email support@draftpilot.ai if you think it's a mistake.

### My company's sign-in page says my username or password is wrong

That message comes from your company's sign-in page (Microsoft, Okta or Google), not from DraftPilot.

-   Some organisations use a username that isn't your email address, such as a staff ID. Use whatever you use to sign in to other work apps.

-   If your work email address changed recently, for example after a rebrand or a move to another part of your company, email support@draftpilot.ai. We'll update your DraftPilot account to match.

-   Otherwise, ask your IT team. They manage your company account.

### Microsoft says you need admin approval

If your company's Microsoft sign-in page says you need approval from an administrator, your IT team has to approve the DraftPilot app for your organisation in Microsoft Entra ID. You can't do this yourself. Ask your IT team to approve it, and if they have questions, they can email support@draftpilot.ai.

### The sign-in window in Word closes, goes blank or gets stuck

You might see *"The sign-in window was closed before sign-in finished"* or *"The sign-in window closed unexpectedly"*, or a window that says it's redirecting you and then disappears.

1.  If you see a **Sign in with your browser instead** button, click it and finish signing in in your browser.

2.  Close the DraftPilot pane, open it again from the **Home** tab, and try once more.

3.  Try signing in at [https://app.draftpilot.ai](https://app.draftpilot.ai) in your browser. If that works but Word doesn't, the problem is specific to Word on your computer. Email support@draftpilot.ai and tell us what you see.

### A security key, fingerprint, Windows Hello or certificate prompt doesn't work in Word

Word's sign-in window can't always use security keys, biometrics or device certificates. On your company's sign-in page, choose **Sign in another way** and pick an option such as your authenticator app or a code sent by text message. If there's no other option, ask your IT team to enable one for you.

### "We can't reach the DraftPilot servers right now"

Something on your network is blocking DraftPilot, usually a company firewall or web filter.

1.  Click **Run network diagnostics** under the message, or go to [https://app.draftpilot.ai/diagnostics](https://app.draftpilot.ai/diagnostics).

2.  To confirm it's your network, try signing in on another connection, such as your phone's hotspot.

3.  Ask your IT team to allow `app.draftpilot.ai`, `api.draftpilot.ai` and `api-us.draftpilot.ai`. Forward them [Network requirements: allowlisting DraftPilot for your firewall or web proxy](/knowledge-base/network-requirements-allowlisting-draftpilot-for-your-firewall-or-web-proxy).

### Sign-in works in my browser but not in Word

Your company's network may treat Word differently from your browser. See ["This add-in could not be started" in Word](/knowledge-base/this-add-in-could-not-be-started), and check the [security key](#a-security-key-fingerprint-windows-hello-or-certificate-prompt-doesnt-work-in-word) section above.

### "Your session has expired" or "Your login has expired"

Sign in again. This is normal after a long period away or an inactivity timeout set by your organisation.

## For admins

-   **Setting up company sign-in:** see [Set up SAML single sign-on](/knowledge-base/saml-and-okta-single-sign-on).

-   **Creating accounts automatically:** see [Set up SCIM provisioning](/knowledge-base/how-to-set-up-scim-provisioning).

-   **Changing email addresses:** if your organisation changes email domains, the email your identity provider sends to DraftPilot must match each user's DraftPilot account. Email support@draftpilot.ai before or after the change and we'll update accounts to match.

## Still stuck?

Email **support@draftpilot.ai** and tell us:

-   the email address you're signing in with,

-   whether you're signing in from Word or your browser,

-   what you see, ideally as a screenshot (see [How to take a screenshot](/knowledge-base/how-to-take-a-screenshot)), and

-   whether colleagues have the same problem.