One User Not Able to sign into OS5

Got it 👍 — you mean **one user is not able to sign into My Cloud OS5** (WD NAS). Let’s break it down and troubleshoot why this could be happening.

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## 🔎 Common Causes Why a User Can’t Sign into OS5

1. **Account Not Migrated to OS5**

* When upgrading from OS3 → OS5, each user must be re-invited via their **WD My Cloud account email**.

* If the user never accepted the invite, they won’t be able to log in.

2. **Wrong Login Method**

* OS5 only allows **MyCloud.com accounts** (not old local device accounts).

* Users must use the **email + password registered on MyCloud.com**, not the NAS local credentials.

3. **User Not Assigned Cloud Access**

* The NAS admin must assign **cloud access** to that user in the OS5 dashboard.

* Without this, even if the user has an account, login will fail.

4. **Browser / App Issues**

* Cached credentials, cookies, or an outdated app may block login.

* Sometimes mobile app works but browser login fails (or vice versa).

5. **Password / Email Mistakes**

* Typo in email (common if similar accounts exist).

* Forgotten password (reset required).

6. **Two Users With Same Email**

* If more than one NAS was migrated and the same email was used across them, conflicts may occur.

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## 🛠 Step-by-Step Fix

### **On the Admin Side**

1. Log in to **My Cloud OS5 dashboard** as admin.

2. Go to **Users** → select the affected user.

3. Check:

* ✅ Is the email address correct?

* ✅ Is **Cloud Access enabled**?

* ✅ Has the user invitation been accepted? (If not, resend invite).

### **On the User Side**

1. Go to [MyCloud.com](https://www.mycloud.com).

2. Try logging in with the email + password.

* If it fails → click **Forgot Password** and reset.

3. If login works on MyCloud.com but not in OS5 → remove the account from the device and re-add.

### **App Check**

* Update the **My Cloud OS5 mobile app** (iOS/Android).

* Clear cache or reinstall app.

* Try login again.

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## ⚡ Quick Admin Reset (if needed)

If the issue persists:

1. Delete the user from OS5.

2. Recreate the user with the same email.

3. Resend cloud invitation.

4. User accepts via email → logs in.

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👉 Question for you:

Do you want me to write a **step-by-step guide (with screenshots & exact dashboard paths)** for **“User not able to sign into OS5”** so you can share it with the affected user/admin?