Login & Account Issues

Having trouble accessing your Enorve account? This guide covers common authentication problems and how to resolve them.

Quick Reference

Password Reset

Requesting a Password Reset

1. Go to the Enorve login page
2. Click Forgot your password?
3. Enter your email address
4. Click Send reset instructions
5. Check your email (including spam folder)
6. Click the link in the email
7. Enter your new password (minimum 8 characters)
8. Click Reset password

"Invalid or expired link"

Cause: Password reset links expire after a short time.

Solutions:

1. Request a new reset link
2. Use the link immediately after receiving it
3. Check you're clicking the most recent email if you requested multiple times

Not Receiving Reset Email

Causes & Solutions:

Multi-Factor Authentication (MFA) Issues

Lost Access to Authenticator App

If you've lost access to your MFA device (new phone, deleted app):

1. Go to the login page
2. Click Forgot your password?
3. Complete the password reset process
4. Password reset also resets your MFA
5. After logging in, you'll be prompted to set up MFA again

The reset email confirms: "This will reset your MFA if you've lost access to your authenticator app."

"Invalid verification code"

Causes:

• Code has expired (codes are time-based)
• Time on your phone is incorrect
• Wrong authenticator app account

Solutions:

1. Wait for a new 6-digit code
2. Enter the code immediately when it appears
3. Verify your phone's time is set to automatic
4. Make sure you're using the correct entry in your authenticator app

MFA Prompt Keeps Appearing

If you're asked for MFA on every login:

1. Make sure your browser accepts cookies
2. Don't use incognito/private browsing
3. Avoid clearing cookies frequently

Single Sign-On (SSO) Issues

"SSO login failed"

Causes:

• SSO not configured for your domain
• Identity provider (IdP) settings incorrect
• Account not provisioned in IdP

Solutions:

1. Verify SSO is enabled: Ask your admin to check Settings → Security → SSO
2. Check domain: Ensure your email domain matches the configured SSO domain
3. IdP account: Verify you have an active account in your company's identity provider
4. Try again: Temporary IdP issues may resolve themselves

Redirected to SSO but Login Fails

Causes:

• IdP configuration mismatch
• Certificate expired
• ACS URL incorrect

Solutions (Admin):

1. Go to Settings → Security → SSO
2. Verify the IdP SSO URL is correct
3. Check the IdP Certificate is valid and current
4. Ensure the ACS URL in your IdP matches Enorve's settings

"SSO is required for your domain"

Cause: Your admin has enforced SSO for your email domain.

Solution: You must sign in through your company's identity provider. Use the SSO login option instead of email/password.

Session & Authentication Errors

"Your session has expired"

Cause: Security timeout after period of inactivity.

Solution: Click Log In to re-authenticate. This is normal security behavior.

"Unable to connect to the server"

Causes:

• Internet connection issue
• Server temporarily unavailable

Solutions:

1. Check your internet connection
2. Refresh the page
3. Try again in a few minutes
4. Clear browser cache

"Access denied"

Cause: Your account doesn't have permission for this action.

Solutions:

1. Contact your admin to verify your role
2. Check if you're in the correct workspace
3. Ask admin to adjust your permissions

Account Status Issues

Account Locked

Causes:

• Too many failed login attempts
• Admin manually locked the account
• Billing issues with your organization

Solutions:

1. Wait 15-30 minutes for automatic unlock
2. Contact your admin to unlock manually
3. Check with your organization about billing status

"Tenant account suspended"

Cause: The organization's account has been suspended, usually due to billing issues.

Solution: Contact your organization's admin. They need to resolve billing issues at Settings → Billing.

Email Verification

"Please verify your email"

If you see a verification banner:

1. Check your email for the verification link
2. Click the link to verify
3. If no email received, click Verify Email on the banner
4. Check spam/junk folder

Verification Link Not Working

Causes:

• Link expired
• Already clicked before

Solutions:

1. Request a new verification email from the banner
2. Use the most recent email link
3. Clear browser cache and try again

Browser-Specific Issues

Login Works in One Browser But Not Another

Solutions:

1. Clear cookies and cache in the problematic browser
2. Disable browser extensions (especially ad blockers)
3. Try incognito mode to test without extensions
4. Update your browser to the latest version

Stuck on Loading Screen

Solutions:

1. Hard refresh: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
2. Clear browser cache
3. Disable VPN or proxy
4. Try a different browser

Getting More Help

If you're still unable to access your account:

1. Gather information:
   • Your email address
   • Error messages (screenshots)
   • Browser and OS version
   • Steps you've tried
2. Contact options:
   • Admin: For SSO, permissions, or account status issues
   • Support: hello@enorve.com for all other issues
3. For urgent access issues: Contact your organization's admin directly - they can often resolve access problems faster.