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Knowledge Base

FAQs & More

Tips, tricks, and answers to frequently asked questions

Access & User Management FAQs




How can I get a login?


If you are accessing the platform via Legacy access:  

To get an account, an Administrator will need to create a new user profile from the 'Manage Access' tab on the Admin console (accessible via the cog in the top right). 

Please note: Accounts are associated with email addresses - only use your authorised work email address for Communications Mining access.

Once a new account has been requested you should automatically receive an email requesting you to setup your account.

If you are accessing the platform via Automation Cloud:  

To get an account, an Administrator on your Automation Cloud will need to add you to the tenant the Communications Mining service is enabled on.

Once you are added to the tenant, an Administrator on Communications Mining will need to add you to the relevant project(s).  

Each time you log into Communications Mining, you will need to do so via Automation Cloud, via the SSO. 


How can I add a colleague?


With the right permissions, you can easily add new users via the 'Manage Access' page. A guided walkthrough of how to do this can be found here.



How do the permissions work?

When a new user is created or added to an project, they are granted certain default permissions. Permissions allow users access to certain actions and features within the platform. Permissions can be granted by a single user to other users (as long as they have said permissions). 

You can access the full list of permissions and which actions they allow here. If you need to update a user's permissions, see here.


How do I get the authenticator app?


You will need to install the Google Authenticator application onto your mobile device to set up two-actor authentication (2FA). This can be downloaded from the Apple App Store or Google Play. 

More information on how to install and use Google Authenticator can be found here.



Why is my authenticator app not working?

The most common reason why your 2FA code does not work and you receive an error message is that the timezone on your phone is not set automatically so it may be out of sync:


If you're using an iPhone, go to 'Settings > General > Date & Time' and make sure that 'Set Automatically' is enabled, then try your 2FA again.

If you're using an Android phone, go to 'Settings > Date & Time' and make sure 'Automatic Time Zone Setting' is enabled.

If your problem persists, please raise a Support ticket and we'll be able to assist you.


What web browsers can I use with Communications Mining?


The platform is designed to be used with latest versions of modern internet browsers, such as Google Chrome, Mozilla Firefox, Safari, and Microsoft Edge. This is to ensure maximum security.

Next: Data Upload & Management FAQs

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