Login and SSO Issues

Resolving login failures, two-factor authentication problems, and SSO configuration errors.

Issue: "Invalid email or password"

Most common cause: the account was created via Google or Microsoft OAuth, not email/password. Try: "Continue with Google" or "Continue with Microsoft" on the login page instead of the email/password form.

Issue: Locked out after too many attempts

After 10 failed login attempts, the account is locked for 30 minutes automatically. Wait 30 minutes, then use "Forgot Password" to set a new password. If the account is still locked after 30 minutes, contact support with your email address.

Issue: Two-factor authentication code not working

• Verify your authenticator app's time is synced (TOTP codes are time-sensitive, ±30 seconds)
• If using an authenticator app that shows a code, ensure you're entering it before it refreshes (30-second window)
• If you have lost access to your authenticator app, use one of your backup codes (saved when you set up 2FA)
• If backup codes are also unavailable, contact support — 2FA recovery requires identity verification

Issue: SSO not redirecting correctly

SSO is available on white-label partner deployments. Common configuration issues:

• Assertion Consumer Service (ACS) URL must be: https://[your-partner-domain]/auth/saml/callback
• Entity ID must match exactly what was configured in your IdP
• Attribute mapping must include: email, firstName, lastName