If you are having trouble accessing Canvas 2.0, use this guide to identify the cause and find the solution.

#1: Account Activation & Access

Q: How do I sign up or have an account?
Your account must be manually approved by the Milieu Sales or Customer Success team before it becomes active.

Q: I haven't received my activation email. What should I do? 
Check your spam folder for an invite from do-not-reply@system.mili.eu. To ensure delivery, ask your IT department to whitelist the mili.eu domain. You must click the link in that email to verify your account.

Please see this guide, 'Activating User Account in Canvas 2.0' for more information.

#2: Password & Credential Issues

Q: What are the requirements for a new password?
To meet security standards, your password must include:

• At least 12 characters.
• At least one uppercase and one lowercase letter.
• At least one digit (0-9).
• At least one special character (e.g., !, @, #).

Q: What happens if I enter the wrong password too many times?
The login screen will display a notification indicating how many attempts you have remaining before your account is locked.

Q: Why is the "Forgot Password" link not working?
If your account has been suspended (due to inactivity or other reasons), the "Forgot Password" function is automatically disabled. You will need to contact your Admin to reactivate the account first.

#3: Account Suspension & Inactivity

Q: Why was my account suspended?
For security purposes, Canvas 2.0 follows a 90-day inactivity rule. If you do not log in for 90 consecutive days, your account is automatically suspended.

Q: How do I reactivate a suspended account?
You cannot reactivate the account yourself. You must contact your Organisation Owner or a user with Admin permissions to unsuspend you via the user profile interface.

Q: How can I prevent auto-suspension in the future?
Keep an eye out for automated reminder emails. The system sends alerts at the 30, 60, and 80-day marks of inactivity. Simply logging in when you receive these will reset the timer.

#4: Technical & Security Procedures

Q: I see a Cloudflare screen when I try to sign in. What do I do?
When visiting https://studio.mili.eu/signin, wait for the Cloudflare security check to process. Do not click "Sign In" until you see a green checkmark indicating the check is complete.

Q: What if I am redirected to a maintenance page? 
This means the platform is currently undergoing scheduled updates. Access will be restored once the maintenance period is over.

#5: Multi-Factor Authentication

Q: The system is asking me for a code after I enter my password. Is this required?
Yes. If your Organisation Owner has enforced 2-Factor Authentication (2FA), you will be prompted to set up and use either Google Authenticator or email verification to complete your login.

For detailed instructions on enabling 2FA, see the 'Setting up Two-Factor Verification' section below.