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Login Issues

Resolve sign-in problems including SSO failures, MFA issues, and session errors.

Who this is for

End User Admin

Prerequisites

  • Valid invitation or existing account
  • Supported browser (Chrome, Firefox, Safari, Edge — latest 2 versions)

Common issues

Can't sign in with email and password

Symptom: Error "Invalid credentials" or "Authentication failed"

Resolution:

  1. Verify you're using the correct email address (check for typos).
  2. Use the Forgot Password link to reset your password.
  3. Check your email spam folder for the reset link.
  4. Ensure Caps Lock is off when entering your password.
  5. Try an incognito/private browser window to rule out extension conflicts.

SSO sign-in fails

Symptom: Redirect loop, "SSO configuration error", or blank page after identity provider

Resolution:

  1. Check status.valuepact.ai for SSO provider incidents.
  2. Verify your organization's SSO is still enabled in Administration → Security → SSO.
  3. Confirm your domain is verified and not expired.
  4. Clear browser cookies for valuepact.ai and your identity provider.
  5. Try a different browser or incognito mode.
  6. Ask your admin to re-authenticate the SSO connection.

Domain verification expiry

SSO domain verification expires after 90 days of inactivity. Re-verify in the admin panel.

MFA code not working

Symptom: "Invalid MFA code" or "MFA verification failed"

Resolution:

  1. Ensure your device's clock is synchronized (TOTP codes are time-sensitive).
  2. Wait for a new code to generate (codes change every 30 seconds).
  3. Use a backup code if available.
  4. Contact your admin to temporarily disable MFA if you lost access to your authenticator.
  5. Re-enroll MFA after regaining access.

Symptom: "Invitation expired" or "Invalid invitation token"

Resolution:

  1. Invitation links expire after 7 days.
  2. Ask your admin to send a new invitation.
  3. Check that the invitation email hasn't been forwarded (links are single-use).

Session keeps expiring

Symptom: Signed out unexpectedly, "Session expired" message

Resolution:

  1. Sessions expire after 24 hours of inactivity (configurable by admin).
  2. Enable Remember me during sign-in for extended sessions (up to 7 days).
  3. Check if your browser is clearing cookies on exit.
  4. Corporate proxies or VPNs may drop sessions — try without VPN.

Browser compatibility

Browser Minimum Version Notes
Chrome 120+ Recommended
Firefox 121+ Fully supported
Safari 17+ Fully supported
Edge 120+ Fully supported

Clearing cache

If login issues persist across browsers, clear cache and cookies for valuepact.ai completely.

Escalation

If issues persist after following the steps above:

  1. Gather your email, organization name, browser version, and error message.
  2. Contact support@valuepact.ai with subject "Login Issue — [Your Org]".
  3. For P1 (complete inability to access platform), call the emergency hotline.