Users Unable to Log In or Access the Platform

Issue Users report being unable to log in, receiving error messages during authentication, or being redirected unexpectedly after login.

Affected Area Authentication

Common Symptoms

Login page returns an error after entering credentials
Users are redirected to a blank page after login
Single sign-on (SSO) fails to authenticate
Password reset emails are not being received
Session expires immediately after login

Status If you are seeing this ticket, check with the engineering team whether an active investigation exists before escalating as a new bug.

Workaround Ask the customer to:

Clear browser cache and cookies
Try a different browser
Disable browser extensions and retry
Confirm they are using the correct login URL

If the issue persists across browsers and devices, escalate to engineering.

When to Escalate Escalate as a new bug if the workaround does not resolve the issue and the customer confirms the problem is occurring in Production.