Why can't a user sign in?

Query

“I'm unable to login to Ciphr"

"Error when logging in"

"Login error"

"Unable to sign in"

"Can't sign in"

"We couldn't find an account with that email"

"Invalid email or password"

Answer

There are a number of reasons a user may be unable to sign in.  Work through the relevant section below to identify and fix the most common causes

• Invalid email
  • 1.Check Personal Details
  • 2. Check Login account status
  • 3. Check Sign-in settings
• Invalid password for non-SSO users
• Unable to login with SSO
• Two-factor authentication issues
   

How to fix it

Invalid email 

• If a user sees this message when entering their email, it means the system could not verify the email address
• The first step should always be to check the email has been entered correctly with no trailing spaces, missing symbols etc

1.Check Personal Details

• Check there is a valid email address saved in Personal Details > Contact Details
• Check the Contact email address or Work email address (dependent upon which field has been configured as your default email)

2. Check Login account status

• If there is a valid email in Personal Details then check the login status of the person to see if they are being synced with the Sign-in admin area

3. Check Sign-in settings

• If the login status has been successfully processed, check the Users list in Sign-in admin and ensure the status is active
• Edit the account where needed, such as removing a past enabled to date to make the account active

Invalid password for non-SSO users

• Where a user logs in using a password and the email is validated at the first stage, but then the message below is encountered, the first step should always be to check the password has been entered correctly with no trailing spaces, missing symbols etc, by clicking on the eye icon
• If this is unsuccessful then users should follow the reset password process 

Unable to log in with SSO

• If email validation checks have been exhausted or at the Next stage the SSO (single sign-on) is unsuccessful, check your SSO configuration in the Sign-in admin area.

Two-factor authentication issues

• If a user can't sign in because of a 2FA problem, you can reset their 2FA in Sign-In Admin > Users > select the user > ... > Reset 2FA. They'll be prompted to set up 2FA again on their next sign-in.
• Go to the  tab in Sign-in Admin and edit the user details to reset 2FA

Related articles

• Managing starter and leaver Sign-in accounts in HR
• Sign-In Admin overview
• How to set your password
• How to set up two-factor authentication
• Sign-In SAML configuration for SSO
• Sign-in Entra OpenID (formerly Azure) Tenant configuration guide for SSO