Frequently Asked Questions

I cannot access the Kadanza platform

Your registration request is not yet approved by the admins of your company*

When you create an account for Kadanza of your company, you must go through an approval request for security reasons. As Kadanza, we cannot grant you access, but an admin from your company can. So, please make sure to check it with them.

*This is only for the legacy application currently. We are working hard on creating the registration flow in the SaaS version of Kadanza.

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 are logged in.

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 request access to a document?

In Kadanza, different options are possible to access a document. In general, users can only see and edit their documents unless the Layouts extension is configured the other way around so you can see and open other documents from other users.

As a user, you can share your document with other users by selecting the users' names in the editor dropdown. So, if you need to access a document we suggest you ask the document owner to share the document with you.


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. Basically, sharing the asset with you is a decision that admins should make.

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. So, as Kadanza we don’t grant access to the brand platform of your company and the process is different for the SaaS and legacy platforms.

For SaaS

In the SaaS platform, access to the brand platform is currently possible via an invitation by your admin. So, you can ask your admin to invite you.

For Pro and Grow subscriptions, there is an option to use SSO. When SSO is properly configured, the internal users can have access directly to the brand platform after they logged in as an employee.

For legacy platform

On the legacy platform, access is managed via a registration process. So, please ask your admin to provide you with the link to the registration process or check the Kadanza installation via [ yourtenantname].kadanza.com

Once you fill in all the necessary information, the brand center owner will review your registration request. When approved, you’ll be notified via email and you’ll be able to access the platform with the user credentials that were created during registration.

Keep in mind that internal users can have access when SSO is properly configured as well.


I cannot find a specific font

Kadanza currently supports the most popular Google fonts that are listed in the Editor mode. If you need a specific font, please don't hesitate to inform us. We can check if it is possible to add it and inform you. 


I see a login page when clicking on the Asset Manager and it says invalid login credentials - for legacy platform

Sometimes there can be syncing issues and they can be caused by 2 things:

  1. You are not a member of a user group that is synced, or the user group itself is not synced correctly
  2. In some rare exceptional cases, there is already a user in DAM, so the system can not sync as the user IDs are not matching and the system does not know to which user it should sync.

If you have this problem, you should contact support by mentioning the tenant, username, and the problem. Then, we can troubleshoot and fix your problem as soon as possible.


I still see photos of people that left the company

As Kadanza, we cannot remove assets within your work environment. For these types of questions, you should contact your admin or anyone that can manage the assets so they can update the platform.


How can I upload images to the platform?

Uploading images is an easy process with just a few steps. To follow the steps, please visit our “ Uploading assets” article. Please contact us for further assistance if you cannot find what you’re looking for.

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 1 of the available categories, you will see the upload button on the media library page.


Why is my user account suspended?

Suspending a user means the 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.

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.


Why is my tenant suspended?

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 tenant account.


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

We can only offer technical support for the Kadanza platform, meaning that we cannot answer such questions related to your business. For these types of questions, you need to ask your colleagues or admins to help you to find an asset within the platform. If you have any technical questions or feedback, please feel free to contact us. We’ll be more than happy to help you as soon as possible.


Do permissions consider categories not included in the entry point (=category group)?

Yes, we always take the permissions into account, no matter if the parent is included in the entry point or not.


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 one permission (e.g. asset. read) 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?

For SaaS

There are different names for the permission scheme of each category such as “add, edit, delete”. So, you can easily configure the permissions for the user groups.

If you add specific permissions to child categories, these will overrule the parent category permissions. It means that there will be no View assets on the parent but on the child, the user will see the child without the parent.

For legacy platform

Yes, the system assumes that if you have no "asset. read" permissions on a category, you may also not see the child categories within that category unless specific permissions are set on 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 didn’t receive 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 can be two reasons why you see invalid credentials.

You’re using the wrong 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.

Are you using SSO?

If you’re using SSO, there is a chance that you’re trying to log in via the Kadanza login which will not work as Kadanza can not authenticate this account. You should use the employee login option instead.

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 set up an account?

Don’t already have a Kadanza account and want one? You’re in the right place! Just click here and choose the right plan that you want to start with.

Please make sure to choose the plan that you need. This way you'll not miss any functionalities specific to that plan.


Where can I design a logo?

It is not possible to design a logo in Kadanza. If you want to have a logo, you can always contact one of our design partners since they’re great at it. 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.

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us