Authentication Troubleshooting

Resolve common authentication issues including login failures, SSO problems, and session errors.

Login Issues

Invalid Email or Password

Symptoms:

• "Invalid credentials" error
• Login button does nothing
• Redirect back to login page

Solutions:

1. Verify email address

   • Check for typos
   • Ensure correct email is used
   • Check caps lock

2. Reset password

   • Click "Forgot Password"
   • Check email (including spam)
   • Use reset link within 1 hour

3. Check account status

   • Account may be suspended
   • Contact your organization admin

Email Not Verified

Symptoms:

• "Please verify your email" message
• Can't access dashboard after signup

Solutions:

1. Check for verification email

   • Look in spam/junk folder
   • Search for "Securtea"
   • Check promotions tab (Gmail)

2. Resend verification

   • Click "Resend verification email"
   • Wait 2-3 minutes
   • Check inbox again

3. Contact support if email never arrives

   • Provide signup email address
   • We can manually verify if needed

Account Locked

Symptoms:

• "Account temporarily locked" message
• Can't login after multiple attempts

Solutions:

1. Wait 15 minutes - Lockout expires automatically

2. Reset password - Unlocks account immediately

3. Contact admin - They can unlock your account

SSO Issues

SSO Login Fails

Symptoms:

• Error after identity provider redirect
• "SSO authentication failed" message
• Stuck on loading screen

Solutions:

1. Check SSO configuration

   • Verify provider is correctly configured
   • Check client ID and secret
   • Verify redirect URLs

2. Check user provisioning

   • User may not be assigned to the app
   • Check identity provider user assignments

3. Review error details

   • Check browser console for errors
   • Look for specific error codes

"SSO Required" Error

Symptoms:

• "Your organization requires SSO" message
• Can't use email/password login

Solutions:

1. Use SSO login

   • Click "Sign in with SSO"
   • Enter your work email
   • Redirect to your identity provider

2. Check with IT admin

   • SSO may be enforced for your domain
   • Request bypass if needed

SSO User Not Found

Symptoms:

• "User not found" after SSO
• Account doesn't exist error

Solutions:

1. Check just-in-time provisioning

   • Organization may not allow auto-provisioning
   • Admin needs to invite you first

2. Verify email domain

   • SSO may be configured for specific domains
   • Check you're using correct email

3. Contact organization admin

   • Request account creation
   • Verify SSO assignments

Session Issues

Frequent Logouts

Symptoms:

• Logged out unexpectedly
• Session expires too quickly
• Have to login multiple times daily

Solutions:

1. Check browser settings

   • Enable cookies for securtea.io
   • Don't use incognito mode
   • Disable "clear cookies on exit"

2. Check for conflicts

   • Browser extensions may interfere
   • Try different browser
   • Disable ad blockers temporarily

3. Check network

   • Unstable connection can cause issues
   • VPN changes may invalidate sessions

"Session Expired" Error

Symptoms:

• Sudden logout with session expired message
• Can't complete actions

Solutions:

1. Login again - Sessions expire after inactivity

2. Check system time

   • Ensure your computer time is accurate
   • Time skew can cause session issues

3. Clear cookies and cache

   • May have corrupted session data

Multiple Tab Issues

Symptoms:

• Different state in different tabs
• Actions in one tab affect another
• Logout in one tab logs out all

Solutions:

1. This is expected behavior

   • All tabs share the same session
   • Logout affects all tabs
   • Organization switch affects all tabs

2. Use different browsers

   • For truly separate sessions
   • Each browser has own session

Browser Issues

Supported Browsers

Securtea supports:

Clear Browser Data

If experiencing issues:

1. Clear cookies

   • Go to browser settings
   • Clear cookies for securtea.io
   • Login again

2. Clear cache

   • Clear cached files
   • Reload the page

3. Try incognito

   • Test in private/incognito mode
   • If works, extension conflict likely

Disable Extensions

Browser extensions can interfere:

1. Identify problematic extension

   • Disable all extensions
   • Login successfully
   • Re-enable one by one

2. Common conflicts

   • Ad blockers
   • Privacy extensions
   • Password managers (rarely)

Two-Factor Authentication

Lost 2FA Device

Symptoms:

• Can't access authenticator app
• Lost phone with 2FA

Solutions:

1. Use backup codes

   • You received codes during 2FA setup
   • Each code works once

2. Contact support

   • Verify identity
   • Request 2FA reset

2FA Code Invalid

Symptoms:

• Code doesn't work
• "Invalid code" repeatedly

Solutions:

1. Check time sync

   • TOTP codes are time-based
   • Sync your device time

2. Wait for new code

   • Codes refresh every 30 seconds
   • Don't use expired code

3. Verify correct account

   • Check you're using Securtea entry
   • Not a different service

Error Codes

Common Error Codes

What's Next?

• App Registration Issues - M365 connection
• Troubleshooting Overview - All issues
• Getting Started - Platform basics