Troubleshooting access and entitlements

If you can’t access the Portal features (or you’re redirected to an error page), the issue is usually subscription entitlement or setup.

“Not entitled” (/not-entitled)

Meaning:

• Your account is authenticated, but it is not entitled to use MesoLive (no active plan / addon).

What to do:

• Verify your subscription includes MesoLive in the subscription management portal.
• If you just upgraded, log out/in to refresh your session.

“Setup Incomplete” (/setup-incomplete)

Meaning:

• Your subscription exists, but you haven’t completed the required setup (for example, selecting a “home server” / region).

What to do:

• Complete the setup in the management portal (the Portal typically links you to the correct page).
• Log out/in after completing setup.

“Guest mode” / login loop

Meaning:

• You are not logged in, or your session cookie is stale after a service restart.

What to do:

• Use Log In in the Portal navigation.
• If the Portal keeps looping, clear site cookies for mesolive.io and sign in again.

“Too many sessions” (/too-many-sessions)

Meaning:

• You reached the maximum number of active browser tabs/devices allowed for your account.

What to do:

• Close other MesoLive tabs and/or sign out from other devices, then refresh.
• If it persists, wait a few minutes (limits can lag) and try again.
• If you believe this is an error, open a ticket: Support.

What to provide to support

• The exact URL you land on (/not-entitled, /setup-incomplete, etc.)
• Your user id (shown in some error pages and in the Agent UI)
• A screenshot of the page and the approximate timestamp