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Why can't I log into my account?

Resolve login issues including forgotten passwords, SSO errors, and locked accounts. Step-by-step troubleshooting guide.

Overview

Login issues are usually caused by one of three things: an incorrect password, a browser or cache conflict, or an SSO configuration problem if your organization uses single sign-on. This article walks through each scenario in order of likelihood.


Symptoms

  • You enter your email and password but receive an 'Invalid credentials' error
  • The login page reloads without showing an error message
  • You're redirected to your SSO provider but see an access denied message
  • Your account appears locked or suspended
  • You receive a 'Too many login attempts' message

Most Common Causes

The majority of login failures are caused by an incorrect or expired password, a browser storing outdated cached credentials, or — for organization users — an SSO email mismatch between your identity provider and your platform account.


Solutions

Solution 1: Reset Your Password (Most Common Fix)

  1. Click Forgot Password on the login page.
  2. Enter your registered email address and click Send Reset Link.
  3. Check your inbox (and spam folder) for an email from noreply@yourplatform.com.
  4. Click the reset link within 30 minutes — links expire after this period.
  5. Set a new password and try logging in again.

Solution 2: Clear Browser Cache and Cookies

  1. In Chrome, press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac).
  2. Select 'Cookies and other site data' and 'Cached images and files'.
  3. Set the time range to 'All time' and click Clear data.
  4. Close and reopen your browser, then attempt to log in again.

📌 Note: This solution resolves the majority of 'page reload with no error' login issues.


Solution 3: Check SSO Configuration (organization Users Only)

If your organization uses SSO and you're seeing an 'Access Denied' message from your identity provider:

  1. Confirm your IT Admin has assigned you to the application in your identity provider (Okta, Azure AD, etc.).
  2. Verify the email address in your identity provider exactly matches your platform account email.
  3. Ask your IT Admin to check the SSO logs in the platform's organization Settings for specific error codes.

If None of the Above Worked

Contact our support team via live chat with the following information ready: your account email address, the browser and version you're using, a screenshot of any error message displayed, and whether your organization uses SSO. This helps our team resolve your issue in a single interaction.


Related Articles

  • How to Set Up SSO with Okta
  • How to Change Your Email Address
  • Troubleshooting SSO Integration Errors