Sign-in troubleshooting
Use this page when a message stops you from signing in. Find the message you see, then follow the fix.
Signing in
| Message | What to do |
|---|---|
| Enter a valid email address. | Check the email for typos and try again. |
| Enter your password. | Type your password, then select Sign in. |
| The Email Address or Password provided is incorrect. | Check both and try again. If you've forgotten your password, reset it. |
| This account is temporarily locked. Try again later. | Wait, then try again. |
| This account has been deactivated. Contact your administrator. | Ask your administrator to reactivate your account. |
| This account is not available. Contact your administrator. | Ask your administrator to check your account. |
| Your account isn't linked to a product yet. Contact your administrator. | Ask your administrator to give you access to a ScoutIT AI app. |
| Please verify your email before signing in. Check your inbox for the verification link. | Select the link in your verification email. If you don't have one, contact support. |
| Verify your email before signing in. | Select the link in your verification email. If you don't have one, contact support. |
| The login service did not return a session. Try again. | Sign in again. If it keeps happening, contact support. |
| Security check failed. Refresh and try again. | Refresh the page and sign in again. |
Verification codes
| Message | What to do |
|---|---|
| Enter the security code. | Type the code from your email, then select Verify. |
| The security code is invalid or expired. | Check the code, or select Resend code and enter the new one. |
| Could not resend the security code. Try again. | Select Resend code again. |
| We couldn't send your security code. Try again in a moment, and contact support if it keeps happening. | Wait a moment and sign in again. If it keeps happening, contact support. |
Single sign-on
| Message | What to do |
|---|---|
| SSO authentication failed. Try again or contact your administrator. | Select Continue with SSO again. If it keeps failing, contact your administrator. |
| SSO authentication could not be started. Contact your administrator. | Contact your administrator. |
| SSO is not enabled for this account | Contact your administrator. |
| SSO configuration is incomplete | Ask your administrator to finish setting up single sign-on. |
| SSO account information is missing. Enter your email again. | Enter your email and select Continue again. |
Resetting your password
| Message | What to do |
|---|---|
| This password reset link is invalid or expired. Request a new reset link. | Request a new reset link and use the newest email. |
| Passwords do not match. | Type the same password in New password and Confirm password. |
| Password must be 8-20 characters long with uppercase, lowercase, number & special character. | Choose a password that meets the rules in Reset your password. |
If the reset email doesn't arrive, check your spam or junk folder. If it still isn't there, contact support.
Account not found
If you see Account not found with the message Your account hasn't been onboarded yet. Please contact your administrator for access., your organization's account isn't set up yet. Contact your administrator. To go back, select Go to sign in.
Accepting the terms
| Message | What to do |
|---|---|
| Could not save policy acceptance. Try again. | Select Accept and Submit again. |