Different problems are handled by different people. Confirm the correct channel first.
Before you contact support
Section titled “Before you contact support”Complete these two steps before contacting support. Most problems can be resolved here:
- Look up the exact message from the page in Messages and what they mean.
- Work through the steps in Troubleshooting.
Who to contact
Section titled “Who to contact”| Your problem | Who to contact |
|---|---|
| Cannot sign in, account locked, or you need a new OTP | SSOSupport Bot |
| No verification method available, or one needs to be reset | SSOSupport Bot |
| You can sign in, but an app says you have no access | Request access in Wea / CC Workspace as the message says, or contact SSOSupport Bot |
| Page errors or service problems | Help at the bottom of the sign-in page, or Support Email if your organization shows one |
The sign-in page always has Help at the bottom. Some organizations also add a Support Email link. If no support email is shown, open Help first; if you still do not know whom to contact, ask SSOSupport Bot.
You can sign in but an app will not open
Section titled “You can sign in but an app will not open”Verification has already succeeded. The remaining issue is application permission. WeaSSO only confirms identity. Whether an app can be opened, and what is available inside it, is decided by that app and the organization. It cannot be changed in WeaSSO.
Request access the way the message tells you. Include three things: the app name, what you need it for, and your login name. Never include an OTP or verification code.
What to provide
Section titled “What to provide”- The exact message shown on the page (copy it, or send a screenshot with sensitive parts removed)
- The time the problem occurred
- The name of the app you were opening
- Your device and browser
Redact screenshots first
Section titled “Redact screenshots first”If you send a screenshot, hide verification codes, full email addresses, other personal details, and internal URLs.