# Why can

If the Cloud Voice App Web Client will not accept your sign-in, work through the checks below in order. Start with what you control (your credentials), then move on to the server-side settings that only an administrator can see or change.

:::note[What is the Web Client?]
The Web Client is the browser-based version of the Cloud Voice App. There is nothing to install: you open the address your administrator gave you and sign in with the same username and password as your extension. Because it runs in a browser, most login problems come down to either a mistyped credential or a server-side account setting.
:::

## Step 1: Check your credentials

A wrong or slightly off username or password is by far the most common reason a login is rejected, so rule this out first.

1. Re-type your username exactly as it was issued to you.
2. Re-type your password, watching for trailing spaces, an active Caps Lock key, or a browser autofill entry that filled in an old value.
3. Try signing in again.

:::tip
Password managers and browser autofill often store an outdated password after a reset. If you are not certain the saved value is current, type the password by hand or ask your administrator to reset it and give you a fresh one.
:::

## Step 2: Ask your administrator to verify the server

When your username and password are definitely correct but sign-in still fails, the cause is almost always a server-side setting that you cannot see from the login page. Contact your system administrator and ask them to confirm both of the following:

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

:::caution
Even with the correct username and password, the Web Client will reject your login if the client is not enabled for your extension on the server. This is a per-extension permission that an administrator controls, so it cannot be fixed from your end. If your administrator confirms the client was disabled, have them enable it before you try again.
:::

Once both settings are confirmed, sign in again.