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 set a password. Then, you can access to your company's installation.

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 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 for the Pro licenses. If you have lower licenses, you can contact us to explore your options.

We can activate the Layouts extension right away if you already have a Pro license. However, please keep in mind that those templates should be created at an extra cost in collaboration with our service partners. You can read more and/or contact us for more details.

On the other hand, if you have your own CHILI publish license and templates you can already connect them to your Kadanza installation and start creating your branded documents.

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.

In the platform, access to the brand platform is currently possible via an invitation by your admin. So, you can ask your admin to invite you and put you in the right user groups.

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 log in as an employee.

I cannot find a specific font

Kadanza currently supports the most popular 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. 

If you're using Adobe fonts for your branding, you can activate your license from the Admin Console.

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 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 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?

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.

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 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?

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 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