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Troubleshoot account and sign-in issues

Use this page to resolve the most common access problems: an Author cannot sign in, a signed-in Author is missing features or Folders, SSO fails to hand off, or an API key is rejected.

Symptom​

An Author reports one of the following:

  • Sign-in is rejected, or the page loops back to the login screen.
  • They are signed in but cannot see expected Folders, Editions, or menu items.
  • SSO redirects fail, or land on an error after authenticating with the identity provider.
  • A script or integration returns an authentication or authorization error when calling the API.

Likely causes​

Ranked from most to least common:

  1. Wrong credentials or expired session — mistyped password, caps lock, or a stale browser session.
  2. Insufficient permissions / role — the Author's role does not grant the feature or Folder they expect.
  3. SSO configuration or claim mismatch — the identity provider (for example, Microsoft Entra ID) sends an email or attribute that does not match the account.
  4. Invalid, revoked, or wrong-scope API key — the key was rotated, disabled, or lacks the required permission.
  5. Account status — the user or the whole account is deactivated, locked after failed attempts, or awaiting invitation acceptance.

Fixes​

  1. Confirm the basics. Have the Author retry in a private/incognito window to rule out cached sessions, then reset the password if needed. Verify they are using the correct account URL.
  2. Check the role and permissions. In your admin area, open the user and confirm their role grants the missing feature and Folder access. Adjust the role or Folder sharing, then have them sign out and back in (confirm the exact steps in your account).
  3. Validate SSO. Confirm the Author exists in your identity provider and is assigned to the app, and that the email/identifier claim matches their account exactly. Re-test after any change; a single character mismatch will block sign-in.
  4. Rotate or re-scope the API key. Generate a fresh key, confirm it has the needed permission scope, and update the integration. Never reuse a revoked key.
  5. Confirm account status. Ensure the user is active and the invitation was accepted. Unlock the account if it was locked by repeated failed attempts.

Still stuck?​

Collect the Author's email, the exact error text, a timestamp, and whether the problem affects one user or everyone. If it is account-wide (for example, all SSO logins failing), escalate to your support contact with these details so they can check provider and account-level settings.

Canonical terms: Author, Edition, Folder (Project Folder), Broadcast. See the Glossary.