Authentication & Login Troubleshooting Guide

If you're having trouble logging in — whether you’re not receiving a magic link, can’t verify your email, or are stuck in a loop — this guide will help you quickly get back into your account. Note: Our system is password less. You do not need a password to sign in, and you will never be asked to create one. All login happens through secure magic links or your organization’s SSO provider.

Written By Josh Hancock

Last updated 2 months ago

🧹 Quick Fixes That Resolve Most Issues

If none of the steps above worked, try these general fixes:

  • Refresh the login page

  • Restart your browser

  • Update your browser to the latest version

  • Try another browser

  • Disable VPN or proxy connections

  • Try a fresh incognito/private window

🔐 Common Login Issues & How to Fix Them

1. I’m not receiving the magic link or verification email

Magic link emails normally arrive within a few seconds.

Try this:

  1. Check your spam, junk, Promotions, and Updates folders.

  2. Confirm you entered the correct email address.

  3. Search your inbox for:
    “Your login link” or “Verify your sign-in”.

  4. Add our sender email to your contacts/safe-sender list.

  5. Request the link again and wait 30 seconds.

Still not receiving it?
Your email provider or firewall may be filtering the message. If you're using a work email, ask your IT team to whitelist our sending domain.

2. My magic link says it’s expired or invalid

Magic links expire quickly for your security.

Try this:

  • Request a new magic link and open it immediately.

  • Use the same device and browser you requested it from.

  • Ensure your email client isn’t breaking or wrapping the link.

3. I’m stuck in a login loop

If you enter your email, click the magic link, and land back on the login page:

Try this:

  1. Clear browser cookies and cache.

  2. Ensure your browser allows:

    • Cookies

    • JavaScript

    • Pop-ups for our domain

  3. Open the magic link in a private/incognito window.

  4. Disable extensions (ad blockers, privacy blockers, VPNs).

  5. Try another browser (Chrome, Firefox, Edge, Safari).

4. I use SSO (Single Sign-On) and can’t log in

If your organization uses SSO:

Try this:

  1. Click “Continue with SSO” on the login page.

  2. Enter your organization domain if prompted.

  3. Confirm with your IT team:

    • Your account is active and assigned to the app

    • Your identity provider is functioning as expected

    • Any MFA (multi-factor) requirements are satisfied

🤖 Information to Include When Contacting Support

To help us resolve your issue quickly, include:

  • The email address you’re trying to log in with

  • Screenshot of the login screen or error message

  • Approximate time of your last login attempt

  • Whether you’re using magic-link login or SSO

  • Device + browser you're using

📞 Still Need Help?

If you’ve tried the steps above and still can’t access your account, our support team is here to help.

When contacting support, include a short description of the issue and any error messages or screenshots.
We’ll get you back into your account as quickly as possible!