Troubleshooting

First check whether the page shows a message in red. If it does, look it up in Messages and what they mean. If there is no message, or the page does not continue, work through this page.

Check the spelling of the login name first. Your administrator creates accounts; you cannot create one from this page.

By symptom

What you see	Possible cause	What to do
“User could not be found” after entering a login name	No account matches that login name	Check the spelling and use the login name your organization gave you
The page keeps asking you to sign in	Several sign-in tabs are open, or the browser restricts cookies	Close the extra tabs, keep one, and sign in again; if that fails, leave private-browsing mode and allow cookies for this site
Verification succeeds but you do not return to the app	The browser blocked the redirect	Wait a few seconds, then check for a new tab
The page says you have no access to an app	Your account signs in fine but lacks access to that app	See Contact support
Your usual verification method is missing	A first sign-in is OTP-only; later, that method may not be available for your account, device, or app	Continue with OTP on a first sign-in; later, select Try another way to see current options
A verification method shows “Incompatible”	Your browser or device does not support it	Use another method, or try a different device
The page keeps loading	Network or temporary service issue	Switch to a stable network and retry later

Troubleshooting order

1. Close duplicate sign-in pages and keep only one.
2. Confirm that your network connection works.
3. Confirm that you entered the login name your organization gave you; it is not always limited to a work email.
4. On a later sign-in, select Try another way and pick a method you can complete.
5. Start again from the app, or from the official address your organization gave you, rather than an old bookmark.

If it still does not work

Note these details before contacting support:

• The exact message shown on the page
• The time the problem occurred
• The name of the app you were opening
• Your device and browser

Tip

Never include an OTP, verification code, or the full sign-in link. Support does not need them, and sharing them could let someone sign in as you.

For how to reach support, see Contact support.