> For the complete documentation index, see [llms.txt](https://help.transform.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.transform.ai/troubleshooting/login-problems.md).

# Login Problems

### Overview

Login problems block access to Projects and delivery work.

This page provides a standard troubleshooting sequence for common authentication and access failures.

{% hint style="warning" %}
This page is a draft.

Confirmed error messages, codes, and screenshots are still pending.

**Needed**

* Error messages and error codes
* Screenshots of login errors
* Confirmed auth failure scenarios (email/password, SSO)
* Session timeout behavior
  {% endhint %}

### Key Concepts

* **Account email**: email address used for sign-in
* **SSO**: single sign-on managed by an identity provider
* **2FA**: multi-factor authentication using an authenticator app or codes
* **Access scope**: Account / Organization / Project access required after sign-in

### How It’s Used

Use this page when sign-in fails or post-login access is missing.

Escalate to an Account Admin or support when account status or SSO configuration is involved.

### Benefits

* Faster restoration of access
* Reduced repeated reset loops
* Better evidence for support triage

### Setup Steps

{% stepper %}
{% step %}

### Email and password sign-in fails

Symptoms:

* “Invalid credentials” or “Incorrect password”
* error after submitting the form

Actions:

1. Confirm the account email is correct.
2. Remove leading and trailing spaces from email input.
3. Reset the password using **Forgot password**.
4. Retry in a private window to isolate extension and cache issues.
   {% endstep %}

{% step %}

### Password reset email not received

Actions:

1. Check spam and quarantine folders.
2. Search for password reset messages in the email client.
3. Wait 5–10 minutes, then request a new reset email.
4. Escalate to support when the message never arrives.
   {% endstep %}

{% step %}

### SSO not configured or SSO fails

Symptoms:

* “SSO not configured”
* redirect loop back to the login page

Actions:

1. Confirm SSO is enabled for the Organization domain.
2. Confirm the correct SSO login URL is used (when a custom URL exists).
3. Clear cookies for Transform and the identity provider domain.
4. Escalate to the identity provider administrator for configuration review.
   {% endstep %}

{% step %}

### Account locked

Actions:

1. Wait for lockout duration to pass (policy dependent).
2. Reset the password.
3. Escalate to support when the lock persists.
   {% endstep %}

{% step %}

### 2FA codes fail or device access is lost

Actions:

1. Use backup codes when available.
2. Confirm device time is set to automatic network time.
3. Escalate to support for a 2FA reset when backup codes are not available.
   {% endstep %}

{% step %}

### Post-login access is missing

Symptoms:

* sign-in succeeds, but Projects are not visible
* permission error appears after navigation

Actions:

1. Confirm Account membership.
2. Confirm Organization and Project access exists.
3. Escalate to an Account Admin for role and scope correction.

Related: [Understanding Access Levels](/organizations-and-projects/understanding-access-levels.md)
{% endstep %}
{% endstepper %}

{% hint style="info" %}
Screenshot placeholder: login page with an example error message and error code.
{% endhint %}

### Best Practices

* Use a password manager for unique credentials.
* Store 2FA backup codes in a secure location.
* Keep browsers updated and limit extensions that block scripts and cookies.
* Keep an Account Admin contact documented for access escalation.

### Summary

Login problems resolve fastest by following a standard sequence: validate account email, reset credentials, validate browser prerequisites, then escalate for SSO or account status issues.

Related:

* [Browser Compatibility](/getting-started/browser-compatibility.md)
* [Understanding Access Levels](/organizations-and-projects/understanding-access-levels.md)
* [Add Teammates](/organizations-and-projects/add-teammates.md)
* [Contact Support](/resources/contact-support.md)


---

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