Use this guide if you are unable to access a system, tool, dashboard, or repository and want to try resolving the issue before submitting an IT ticket.
1. Confirm You’re Logged in with SSO
Most internal systems require SSO authentication.
Log out and log back in using your Mysten Labs email.
If prompted, confirm your identity through MFA.
If you recently changed your password, you may need to refresh SSO sessions across tools.
2. Check Whether You Already Have Access
Sometimes access is active but not fully visible.
Try the following:
Hard-refresh your browser (Shift + Reload).
Open the tool in an incognito/private window.
Clear cached sessions if the tool was previously open.
3. Verify You Are in the Right Group
Certain tools have role-based access:
Engineering groups for GitHub repos.
DevOps groups for monitoring dashboards.
Product / PM groups for Notion spaces.
If you’re unsure, check your group memberships through the internal directory.
4. Confirm the Access You’re Requesting Exists
Before opening a ticket, double-check:
The correct repo name
The correct environment (Test vs Mainnet)
The specific permission you’re asking for (e.g., Read, Write, Admin)
5. If You Still Cannot Access
Open a ticket with IT including:
Tool name
Specific access you need
Repo/project URL or screenshot of the error
Whether this is urgent or blocking work
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