Error logging in or fetching sites

There are a few things to check when a User is unable to log into AB Tutor console.

This error occurs when the person logging in for that tenant doesn't have access to any sites or has the Tenant Administrator role for that tenant.

Their licence has been set up.
They're logging in using the auth flow they initially set up for that account. If they registered a Google account then Entra login won't work, even if they have the same email! (Such as the case for this screenshot above)
The URL they're using is correct. It's possible that they're using the 'Create admin' url, thus sending a 'create-admin' request to the Server and failing the request.
Check that sites exist for the tenant.
Check that they have gone through the 'Create administrator' process for setting up their tenant. You can check this by connecting to their database and running 'SELECT count(*) from licencing.tutors;'. If the results is 0 this is the issue.

Updated on: 05/06/2026

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