# Why can

If the desktop Cloud Voice App won't let you sign in, work through the checks below in order before escalating.

## Start with your credentials

Double-check that you are entering the correct username and password. A mistyped entry or an outdated password is the most common reason a login is rejected.

:::tip
Passwords are case-sensitive, so check that Caps Lock is off and that no extra spaces were pasted in. If you are not sure the password is current, ask your administrator to reset it rather than guessing.
:::

## Ask your administrator to verify the server side

If your credentials are definitely correct, the problem is usually on the account side rather than in the app itself. Contact your system administrator and ask them to confirm two things:

1. The Cloud Voice App server settings for your account are configured correctly.
2. Your Cloud Voice App access is enabled for your extension.

:::note
Only an administrator can view and change these settings. If either one is misconfigured or your access has not been turned on, sign-in will keep failing no matter how you enter your credentials.
:::

## Still can't sign in?

If you have confirmed your credentials and your administrator has verified the settings above but you still cannot log in, use the app's built-in problem-reporting feature to send the details to support so the issue can be investigated further. This captures the client's debug logs, which record what the app tried to do and any errors it hit, so support can see exactly what failed.

:::tip
For the step-by-step process, see [Report Cloud Voice App Problems](/pbx/desktop-client-user-guide/report-cloud-voice-app-problems/).
:::