Frequently Asked Questions

I cannot access the Kadanza platform

You're not invited to the Kadanza installation of your company

An admin from your Kadanza installation should invite you to grant you access to it. When it is done, you should receive an email with the invitation link. When you accept the invitation, you will be directed to your Kadanza login page to create a password. Then, you can access to your company's installation.

Your account might be suspended by an admin

You might not be working in that company anymore or the admin might think that you no longer need to have access to the installation. We suggest you contact your admin to double-check if you think it is wrong.


Your username and/or password are wrong

Please make sure to enter the correct username and password while trying to access the platform. If you don’t remember your password, you can always choose to change it. Please check our “Forgot your password” article for more information. 

The link you’re using is wrong

You might have seen an error “404 Hmmm, page not found” which generally means you are using an incorrect URL.

We suggest you log in via the Global login instead. After logging in, you’ll see a list of all your organizations. After clicking one, the organization will launch and you will be logged in.


You're logging in via SSO

If you are redirected to another login screen after you entered your email address, your installation is using SSO for login. If you don't get access to Kadnza, that means your user is not properly configured in your companies' active directory. In this case, you should get in touch with your IT support.


You're using a social login

You're trying to log into your installation with other supported options, such as Google login. However, if your admin invited you by using Kadanza flow you should log in with your company email address and your newly set password.


If you’re still having problems while logging in to the platform, please contact us and send us as much information as possible so we can investigate what is going wrong.

How can I activate the Layouts extension?

The Layouts extension is only available if it is included in your license. If the extension is included in your license, the extension can be activated by the Kadanza team. It is not possible to activate the extension without assistance from the Kadanza team.

Please keep in mind that template creation is not included in your license. Templates can be created by one of our service partners. If you have a CHILI GraFx license, you can also create and configure templates in your Kadanza installation. You can read more and/or contact us for more details.

How can I request access to a document (Layouts extension)?

In Kadanza, different options are possible to access a document. In general, users can only see and edit documents they have created, or for which they are editor. The document list can also be configured that users can see all documents created by any user. If a document is visible, users can start editing it.

As a user, you can share your document with other users by selecting the users' names in the editor dropdown. This is only possible when collaboration settings are activated for a template. If the editor column is not visible, it is not possible to sned documents to other users. You can contact your admin and ask to grant editor permissions for a document via the Admin console.

How can I access an asset?

In Kadanza, assets are stored in categories, and categories have permissions based on user groups. Admins can add users to a specific user group to allow them to access certain categories.

So, if you would like to have access to a specific asset, we suggest you contact your admin and ask them either to share the asset with you via a link or add you to the user group to allow you to have access to the asset.

You can find more information about user groups here.

How can I access the brand platform?

Brand platforms are internal documents for companies to inform their employees about their branding. Giving access to users, both internal and external, is managed by the Admins. Kadanza employees can not grant others access. If you want to access a Kadanza installation, you should contact the admin or owner of the installation.


For Grow and Pro licenses, SSO can be activated as an add-on in your license. When SSO is properly configured, the internal users can have access to Kadanza when they logged in in their corporate environment. What you then can see and do in Kadanza is based on the permissions defined in your companies' active directory.

I cannot find a specific font

Kadanza offers system fonts as well as the most popular Google fonts. These fonts can be used to customize your content components. Other Google fonts can be added upon request.

If you're using Adobe fonts for your branding, you can activate your license from the Admin Console. Due to Adobe license policy, this can only be done by an admin. Kadanza can not add Adobe fonts for you to your setup. It is not possible to upload custom fonts in Kadanza. Only System, Google and Adobe fonts are supported

I still see photos of people who left the company

We, as Kadanza, are unable to remove any assets from your work environment. If you have any questions regarding the removal of assets, please contact your admin or someone who has the authority to manage them.

To avoid this issue, it is recommended to tag every photo with the person's name. This would make it easier for you to search for all the photos related to that person and remove them if needed.

How can I upload images to the platform?

Uploading images is an easy process with three steps. Please visit our “Uploading assets” article for more details.

Also, please keep in mind that there is a chance that you, as a user, aren’t allowed to upload assets. In that case, there won’t be an “upload assets” button in the installation. Only when you are allowed to upload assets to at least one of the available categories, you will see the upload button on the media library page.

Feel free to get in touch in case of any more questions about uploading assets.

Why is my user account suspended?

Suspending a user account means this user no longer has access to the installation/organization. Please keep in mind that suspended users are not deleted and users can be enabled again via the “All users” page by an admin. Contact your administrator or Kadanza support if you believe your account is suspended by mistake. While we can not re-enable your account, we can forward your request to the admin of the installation.

Why is my tenant suspended?

Your company decided to end the license

Although we hate to see you go, it can happen that your company decides to stop using Kadanza. Upon renewal date, the license is suspended and users can no longer access the platform.


You or your admin might not have paid the subscription fee

As the Kadanza team, we will suspend your tenant if we don’t receive the payment within a certain time. We always remind our users in advance before suspending their tenants and give them time to make the payment. Once the payment is done, you can continue using your installation.

Where can I find the logo/picture… (related to your business) within the platform?

While we are happy to help any user with any question, there are some questions that we can't answer... We can only offer technical support for the Kadanza platform, meaning that we cannot answer any company related questions. For these types of questions, you need to ask your colleagues or admins to help you find an asset within the platform. If you have any technical questions or feedback, you can always contact our support desk. We’ll be more than happy to help you as soon as possible.

Are other permissions inherited from the parent category if I only set one permission on a child category?

No, permissions are only inherited from the parent category if you have no permissions set on the child category. As soon as you set at least one permission (e.g. view assets) you will need to (re)set the other permissions you want to be the same as the parent.

Do I need to set permissions on the parent to see the child category?

Categories inherit the permissions of the parent category. Depending on the complexity of your permission scheme, you can set permissions for parent categories only, or define permissions for each category individually (although this makes managing permissions quite complex).

If you add specific permissions to child categories, these will overrule the parent category permissions. If you are not allowed to see a parent category, you will not see the child category if the parent is included in the entry point. Only if the entry point "starts" on the level of the child category for which you have view permissions, you will be able to see the child category.

I forgot my password

If you forgot your password, you can easily change it by following the steps below:

  1. Go to the login page of your Kadanza installation (yourtenantname.kadanza.com)
  2. Below the sign-in form, click ‘Forgot password?’
  3. Enter your user email address to reset the password
  4. Check your email inbox for a new email from Kadanza (make sure to check your spam folder as well and if you still haven’t received it, you can click on the “I did not receive an email” to enter your details again)
  5. Click the link in the email (this link expires after 24 hours)
  6. Submit a new password for your account.
  7. Return to the login page and log in.

I get an error message “TypeError: cannot read property of undefined” when I try to access my documents

This issue is usually a result of some misconfiguration in our document editor related to workspaces and permissions. To fix this, please contact us with the following:

  • The URL of the page where the error was shown,
  • Your username.

We’ll fix it as soon as possible.

I try to log in but it says invalid credentials

There is a chance that you’re entering the wrong credentials. Please double-check if your email address and password are correct. Otherwise, you can reset your password via forgot your password. Please check “ Forgot your password” for more information.

How can I set up an account?

You can fill in this form to get in touch with our Sales representatives. They will contact you to discuss your needs and what Kadanza can offer you. Once everything is agreed upon, your account will be set up and your onboarding process will start with one of our partners.

Where can I design a logo?

It is not possible to design a logo in Kadanza. If you want a logo, you can always contact one of our design partners... The beauty of having awesome partners. 😌

How can I replace the logo/image in a document?

Templates in the Layouts extension are created with a specific use case and permissions in mind. Each template has specific options so any user can create a document that is on-brand.

To replace an image or logo, you can click the image in the document after which you will see a button “Select image” at the top right of the editor. When you click this button, the Assets extension overlay will open where you can select an image. Once placed, you can edit the image in the image options in the side panel.

If you can not select an image or logo in the template, it is not allowed to change this image in the template.

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