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Troubleshooting Login Failures

Symptoms​

  • "Invalid credentials" error
  • Redirect loop during login
  • Blank page after authentication

Common Causes & Solutions​

Incorrect Credentials​

Symptom: "Invalid email or password" error

Solution:

  1. Verify you're using the correct email address
  2. Use the "Forgot Password" link to reset
  3. Check if your account uses SSO instead of email/password

Account Locked​

Symptom: "Account locked" after multiple failed attempts

Solution:

  1. Wait 15 minutes for the lock to expire
  2. Contact your organization admin to unlock manually
  3. Reset your password via email

SSO Redirect Loop​

Symptom: Continuous redirect between SureStage and your IdP

Solution:

  1. Clear browser cookies for both domains
  2. Try an incognito/private browser window
  3. Verify your IdP session is active
  4. Check with your admin that SSO configuration is correct

OAuth Provider Issues​

Symptom: "Unable to authenticate with [Provider]" error

Solution:

  1. Ensure you're authorizing with an email that matches your SureStage account
  2. Revoke SureStage access in your provider settings, then try again
  3. Check if your organization requires a specific email domain

Still Having Issues?​