Login Issues Troubleshooting Guide

Overview

Login issues can be caused by ISP security features, two-factor authentication errors, incorrect user setup, or browser-related problems. This guide provides step-by-step troubleshooting for the most common scenarios. If problems persist, reach out to support with error details or a Loom video to help speed up resolution.

Table of Contents

1. Unable to Log In at This Time

2. Unable to Send the Security Code

3. User Does Not Exist in This Account

4. Page Not Redirecting or Stuck

5. Web Server Returning an Unknown Error

6. How to Clear Site Data

7. FAQ Section

1. Unable to Log In at This Time

Steps to Resolve:

• Check Your Internet Service Provider (ISP): Some ISPs block logins with extra security features.

  • Verizon Fios → Disable protection in your Verizon account.

  • CenturyLink → Disable secure Wi-Fi.

  • McAfee → Turn off web protection.

  • Xfinity → Review security settings.

  • Spectrum → Disable Security Shield.

• Note: Disabling these temporarily should not pose risks when browsing secure websites.

If using another ISP:

• Open Inspect > Network tab.

• Capture a Loom video showing the request and response.

• Share this video with support for investigation.

2. Unable to Send the Security Code

Steps to Resolve:

• Check 2FA Setup: Ensure your phone number is added for two-factor authentication. If not, ask your account admin to add it.

• Verify Security Code Email:

  • Look for an email titled “Login Security Code.”

  • Check Spam/Junk folders.

• Confirm Relationship Number: Verify under Company Settings.

• SMTP Setup: If using a third-party SMTP, ensure it’s configured correctly.

Example Fix for Incorrect Email:

• Create a new user account with the correct email.

• Verify the email and resend the OTP.

• Confirm receipt in inbox or spam.

3. User Does Not Exist in This Account

Cause: Logging in via a custom domain where your user isn’t linked.
Fix: Verify the user is properly added to the system and associated with the correct account.

4. Page Not Redirecting or Stuck

Steps to Resolve:

• Enable Cookies: Make sure cookies are allowed.

• Disable VPNs or Similar Software: Turn off VPNs (e.g., NordVPN) or traffic-filtering apps that block secure connections.

• Check SSL Certificate: Click the lock icon next to the URL and confirm it’s valid.

5. Web Server Returning an Unknown Error

Steps to Resolve:

• Clear Site Data (see Section 6).

For Chrome:

1. Right-click → Inspect.

2. Go to Application > Storage.

3. Select Clear Site Data.

4. Refresh and try again.

For Safari:

1. Enable Developer Tools (Safari > Settings > Advanced > Show Develop menu).

2. Right-click → Inspect.

3. Go to Storage > Local Storage.

4. Select the site and click the trash icon.

5. Refresh and retry login.

6. How to Clear Site Data

Chrome:

• Inspect → Application → Storage → Clear Site Data → Refresh.

Safari:

• Enable Developer Tools → Inspect → Storage → Delete Site Data → Refresh.

7. FAQ Section

Q1: What if I still can’t log in after all steps?
A: Contact support. Include error messages or a Loom video for faster resolution.

Q2: Why am I not receiving the security code on my phone?
A: Confirm your number is linked and can receive SMS. If not, contact your admin or support.

Q3: How do I check if my ISP is causing login problems?
A: If your ISP uses added security (e.g., Verizon, CenturyLink), disabling those features may resolve the issue.

Q4: What should I do if the login page is stuck?
A: Verify cookies are enabled and disable VPNs or filters blocking secure login.

Q5: How do I clear site data if I still have login trouble?
A: Follow browser-specific steps in Section 6 above.