There are two common reasons why you may not be able to access Sandbox while Production is working fine. Work through each section below to identify the cause.
Your user account was created after the last data restoration
Sandbox is not updated in real time. It runs on a copy of Production data that is restored on a set schedule - approximately every two months. If your user account was created in Production after the most recent restoration date, it does not yet exist in Sandbox.
Wait until the next data restoration, after which your account will be available in Sandbox automatically. Check the restoration schedule in Important notice > Sandbox environment.
You changed your Production password after the last data restoration
Sandbox credentials only sync with Production at each data restoration. If you changed your Production password after the last restoration date, Sandbox still holds your previous password.
Try signing in to Sandbox with the password you were using in Production before the last restoration. Check the restoration schedule in Important notice > Sandbox environment to identify the date.
If you need further assistance regarding accessing Sandbox, contact Onix Support at support@onix.com.
To learn more about how Sandbox works and how to log in, see How to use Sandbox environment.