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SStandShare

Fix login and sign-in problems

All Roles

This page covers solutions for issues related to signing in, password resets, magic links, social sign-in, and multi-factor authentication (MFA).

Password Reset Issues​

Reset email never arrives​

Symptoms: You click "Forgot Password" and submit your email, but no reset email arrives.

Possible causes and solutions:

  1. Check your spam/junk folder. Password reset emails sometimes get caught by aggressive spam filters. Look for an email from StandShare or noreply@standshare.app.

  2. Wait a few minutes. Email delivery can take up to 5 minutes during peak times.

  3. Verify the email address. Make sure you are entering the exact email you used to register. If you signed up using a Google account, your login email is your Google email address.

  4. Check the organization URL. Password resets are organization-specific. Make sure you are on the correct tenant URL (e.g., your-org.standshare.app, not a different organization).

  5. Request again. If nothing arrives after 10 minutes, try requesting the reset one more time.

  6. Contact your administrator. If repeated attempts fail, ask your organization's administrator to verify your account exists and your email is correct.

Symptoms: You click the link in the reset email, but see a message that the link has expired or is invalid.

Resolution:

  1. Password reset links expire after a limited time. Request a new reset from the login page.
  2. Make sure you are clicking the most recent reset link. If you requested multiple resets, only the latest link is valid.
  3. Copy and paste the full URL into your browser if clicking it does not work — some email clients may truncate the link.

Symptoms: You chose to sign in with a magic link, but the email does not arrive.

Resolution:

  1. Check your spam/junk folder.
  2. Make sure the email address is registered in the organization.
  3. Wait up to 5 minutes before requesting a new link.
  4. Some corporate email systems block automated emails. If you are on a corporate network, try using a personal email or contact your IT department.

Symptoms: The magic link worked before, but now shows an expiration error.

Resolution:

  • Magic links are single-use and expire after a short time (typically 15 minutes).
  • Request a new magic link from the login page.
  • Click the link as soon as you receive it for best results.

Social Sign-In Failures​

Google sign-in button does nothing or shows an error​

Symptoms: Clicking "Sign in with Google" results in a blank screen, an error message, or a redirect back to the login page.

Possible causes and solutions:

  1. Pop-up blocker. Some browsers block the Google authorization pop-up. Check for a blocked pop-up notification in your address bar and allow it.

  2. Third-party cookies. Google sign-in requires third-party cookies. Make sure they are enabled in your browser settings.

  3. Wrong Google account. If you have multiple Google accounts, make sure you are selecting the one associated with your StandShare account.

  4. Account not linked. If you originally created your account with email/password (not Google), your Google account may not be linked. Sign in with your password first, then link your Google account in Settings > Profile > Google Account.

  5. Browser privacy mode. Incognito or private browsing mode may interfere with Google sign-in. Try in a regular browser window.

"Account not found" after Google sign-in​

Symptoms: Google authentication succeeds, but StandShare says your account was not found.

Resolution:

  • Your Google email may not match any account in this organization.
  • Check that you are on the correct organization URL.
  • Contact your administrator to confirm your Google email is associated with your account.

MFA (Multi-Factor Authentication) Lockout​

Lost access to authenticator app​

Symptoms: You have MFA enabled but no longer have access to your authenticator app (new phone, deleted app, etc.).

Resolution:

  1. Use a recovery code. When you set up MFA, you were given recovery codes. Enter one of these on the MFA verification screen.
  2. Contact your administrator. If you have used all your recovery codes, your organization administrator or platform administrator may be able to reset your MFA.
tip

Store your recovery codes in a safe place (password manager, printed copy in a secure location). They are your backup when your authenticator app is unavailable.

MFA code keeps saying "invalid"​

Symptoms: You enter the 6-digit code from your authenticator app, but StandShare rejects it.

Possible causes and solutions:

  1. Clock synchronization. TOTP codes are time-based. If your phone's clock is not accurate, codes will not match. Go to your phone's date/time settings and enable automatic time sync.

  2. Wrong account. If you have multiple accounts in your authenticator app, make sure you are reading the code for the correct StandShare entry.

  3. Code expired. TOTP codes change every 30 seconds. Make sure you enter the code before it refreshes. If it is about to change, wait for the next code.

  4. Typo. Double-check that you entered all 6 digits correctly.

Cannot set up MFA​

Symptoms: The QR code does not scan, or the setup process fails.

Resolution:

  1. Make sure your authenticator app is up to date (Google Authenticator, Authy, 1Password, etc.).
  2. If the QR code does not scan, look for a manual entry option — the setup page may show a text code you can type into your app.
  3. Try a different authenticator app.
  4. Make sure you complete the setup by entering the verification code. The setup is not finished until you verify a code.

Next Steps​