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Login Problems

Fix password, SSO, and access errors when signing in.

Overview

Login problems block access to Projects and delivery work.

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

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

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

1

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.

2

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.

3

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.

4

Account locked

Actions:

  1. Wait for lockout duration to pass (policy dependent).

  2. Reset the password.

  3. Escalate to support when the lock persists.

5

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.

6

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

Screenshot placeholder: login page with an example error message and error code.

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:

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