Troubleshoot Lobby sign in problems

Get help creating or accessing your Lobby account.

If you're having trouble creating or accessing Aconex with a Lobby account, you're in the right place. Scroll down to view common questions and answers.

I haven't received a welcome email as a new user

I haven't received a password reset email

How do I reset my Lobby account password?

I've reset my password, but the new password is not working

  • This can occur if your home organization was recently changed and your web browser is remembering old information. 
  • Click the change user icon to go back to the email address entry screen. This clears the old information.
  • Enter your email address once more, and click Need help signing in? to reset your password once more.

I'm in the Lobby, but I don't see my projects

  • Click the Get Latest Data button at the top of the project lists. This will refresh the list of projects.
  • Make sure you link all your Aconex accounts to your Lobby account to see all projects across all your Aconex accounts.
  • Alternatively you can access Aconex directly from Support Central.

I'm redirected to Oracle Construction and Engineering (the Lobby) but I can't sign in

  • You were redirected to the Lobby because you have a Lobby account. This may have been created by your Org Admin some time ago.
  • You'll need to enter the password for your Lobby account. If you forgot your Lobby password you can reset it.
  • If you have multiple Aconex accounts, make sure you link all of them to your Lobby account so you have access to them.
  • Remember you can access Aconex directly from Support Central. You will be redirected to the Lobby to enter your password, but it will take you straight into Aconex.
  • You can access the Aconex instance login screen directly using the following links. These are useful if you are sharing a computer with someone who has a Lobby account, but you don't have a Lobby account yet. They also help if you need to access an Aconex account that hasn't been linked yet, or you've recently unlinked it.
  • If you still have problems accessing Aconex please contact Oracle Support.

I'm asked to enter SSO credentials but I'm not set up for SSO

  • If you should be using SSO ask your organization's IT department to set up your account in your organizations IdP.
  • Your Org Admin must make sure your Lobby account is set to the correct Home organization.
  • Note: If your Aconex user account was created under another organization who uses SSO, you may be directed to their SSO sign in page. We recommend each Aconex organization is registered separately so they can manage their own access and data. Please contact Oracle Support.

I received a 'This project requires Two-Step Verification' message

  • This means you’ve been added to a project that requires 2-Step Verification, or because your Org Admin has granted the 2SV permission asset requiring you to use it.
  • You'll need to set up 2-Step Verification for your account. Learn how.
  • If you still receive this error after configuring 2SV on your account, it's possible your organization has its own Identity Domain but has not configured a 2SV sign on policy. Please contact your organization's IT department, or if they are unable to resolve the issue, contact Oracle Support.

I see a 'Bad Request' message when I sign in

  • This is caused by an invalid character in your first or last name.
  • If your organization has its own Identity Domain, your organization's IT department can update your name in IDCS to remove any special characters.
  • If you don't have your own Identity Domain (most users) then you'll need to contact Oracle Support.

I received a 'project requires your company's network sign-in' message

  • This means your Org Admin has granted the Access via Single Sign-On permission asset on your Aconex account, requiring you to use SSO. See User role permissions and definitions.
  • If you are not using SSO, your Org Admin must remove the SSO permission from your user role. See Add or remove someone from a user role.
  • Alternatively if you should be using SSO, your organization's IT department can set up your account for SSO in your organization's IdP. Your Org Admin must also make sure your Lobby account is set to the correct Home organization.
  • If you still have problems please contact Oracle Support.

I'm stuck at the two-step verification (2SV) step

I received a message "No account found for that email address"

I received a message "Cannot authenticate user account" 

  • This means your organization requires you to sign in with SSO, but a configuration step is missing.
  • Ask your organization's IT department to set up your account for SSO in your organizations IdP.

I clicked on an email notification link and received a "There is no page available" error

  • This occurs if the email notification was sent to an Aconex account that is not yet linked to your Lobby account.
  • Please link the account and try again.

Why do I have to create a Lobby account?

I still need help

Org Admin unable to help? Contact Oracle Support

What's next?

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