Fix Glass sign-in and access problems

Overview

Use the message you see to distinguish a Glass sign-in problem from a product-access or project-permission problem. This guide covers your Glass account and the browser handoff for Glass Desktop, not sign-in to websites or connected apps.

Use the section that matches the message or sign-in flow you see in Glass; if your company does not yet use Glass, check Glass access options before troubleshooting.

Resolve "Access to Glass is denied"

This message means Glass has denied access for the signed-in account; it does not mean your Ramp password is wrong. Select Sign out if you used the wrong account, then select Sign in with Ramp and use the intended business account.

If you used the correct account, ask your admin to check that your account is active and has Glass access in the intended business. A project invitation does not grant product access. Admins can use Manage Glass access and project permissions to distinguish company access from project sharing. Do not assume changing a project role will resolve a product-access denial.

Retry "Couldn’t check Glass access"

Select Try again. This message means Glass could not complete the access check; it is not a verdict that your account lacks permission. You can select Sign out to start sign-in again if you need to use a different account.

If the check still cannot complete, share the exact message and whether you are using Glass on the web or Desktop with your Glass admin. Ask them to check whether other teammates have the same problem. Do not change a teammate's role solely because an access check is unavailable. If you instead receive an access-denied message, follow the access-denied steps.

Use the intended Glass account and business

If Glass opens in the wrong business, open the account menu and look for the business choices. When more than one business is available, select the intended business and complete the Ramp sign-in flow. Depending on the number of choices, the menu groups them under Business.

If the business you need is missing, ask your admin to check your membership and Glass access for that business. To use a different account entirely, sign out from the account menu, then select Sign in with Ramp.

Follow these steps when selecting Sign in with Ramp in Glass Desktop opens sign-in in your system browser. Keep the app open while completing the browser flow. If your app shows a different flow, ask your Glass admin to review the message you see instead of following these handoff steps.

If the browser asks to open Glass, allow the handoff. On the Opening Glass… page, select Open Glass if the app has not opened. Signing in to the Glass website is not a substitute for completing the sign-in started by Desktop.

If you see This sign-in link isn’t available, select Start sign-in again, or restart sign-in from Glass Desktop rather than reusing that link. When the page offers Return to Glass, it has an existing Glass session. Keep Desktop current using Glass Desktop versions and updates.

Resolve a Glass project or chat access problem

If you can use Glass but cannot open a particular project, check the business you are using and ask someone with Full access to the project to review its sharing settings. A copied link does not grant access to an invite-only project, and Glass admin access does not bypass project restrictions.

If you can read a project but cannot chat or manage its files, ask for Can use or Full access. Everyone access alone grants reading, not editing. A restricted chat can remain unavailable even when you can open its project; ask the person sharing it to check that chat's audience rather than changing company-wide roles.