Confirm the email being used in HQ (accounts, not staff).
Confirm which server is being connected to by KDS. The default is HQ.vendsy.com, but some clients have their own server. If you need to change the server KDS is connecting to, on the login screen, repeatedly tap (or click if you’re connected remotely) on the TRAY logo to enable [developer mode] and see the server selection dropdown.
Urban air clients will be on urbanair.tray.com
Kitchen United will be on Kitchenunited.tray.com
Reset the password (with permission) if necessary.
NOTE: Password resets are done from the server accounts list, not from the site list. To reset a password, either use the ‘forgot password’ link on the sign-in page, or go to the server account list if you have admin permissions. Escalate to tier 2 if necessary.