Version: Current

Troubleshooting: User Cannot Log In (Password/SSO Issues)

Problem

A user reports they are unable to log in to Zudello via the web application (app.zudello.io) or mobile app.

Incorrect Email Address: The user is entering the wrong email address associated with their Zudello account.
Incorrect Password: The user is entering the wrong password (for password-based login). Passwords are case-sensitive.
Account Locked (Password Attempts): Too many incorrect password attempts may temporarily lock the account.
User Account Inactive: The user's account has been deactivated at the Organisation level or for the specific Team they are trying to access.
SSO Configuration Issues:
- The Single Sign-On (SSO) provider (e.g., Microsoft Entra ID) is experiencing issues or is misconfigured.
- The user has not been granted access to the Zudello application within the SSO provider.
- The user's account details (e.g., email) mismatch between Zudello and the SSO provider, preventing linking.
User Not Added to Team: The user exists in the Organisation but has not been added as a member of the specific Team they are trying to access after login.
Browser Issues: Browser cache, cookies, or extensions interfering with the login process.
Zudello Platform Issues (Rare): Temporary issues with Zudello's authentication services.

Verify Email Address: Confirm the user is entering the exact email address registered with their Zudello account. Check for typos.
Password Reset: Instruct the user to use the Reset password link on the login page. See Resetting Your Password. Ensure they check their spam/junk folder for the reset email.
Check Account Status (Admin Task):
- Go to Organisation Settings > Users.
- Find the user. Is their Organisation status Active?
- Edit the user. Check their Team Settings for the relevant team. Is the Is active toggle ON? Reactivate if necessary.
Try Different Browser/Incognito: Ask the user to try logging in using a different web browser or an incognito/private browsing window to rule out cache/cookie issues.
Check for Account Lock: Wait 15-30 minutes if too many failed password attempts occurred, then try resetting the password again.

Verify Email Address: Confirm the user is entering their correct company email address associated with the SSO provider.
Check SSO Provider Status: Check if the SSO provider (e.g., Microsoft Entra ID status page) is reporting any outages or issues.
Check Application Access (SSO Admin Task): Verify within the SSO provider's administration console (e.g., Entra ID) that the user is assigned to the Zudello application group and has permission to access it.
Check Account Status in Zudello (Admin Task): Verify the user's Organisation and Team status are Active in Zudello (see step 3 under Password Issues). User provisioning might have failed to activate the user.
Verify Email Matching: Ensure the primary email address in the SSO provider exactly matches the email address in the user's Zudello profile.
Try Password Login (If Enabled): If your organisation allows both SSO and password login, ask the user to try resetting their Zudello password and logging in directly to see if the issue is specific to SSO.
Review SSO Configuration (Admin Task): Check the SSO configuration settings in Zudello (Organisation Settings > SSO & User Provisioning) and compare them with the settings in the SSO provider. Ensure Client IDs, Secrets, Tenant IDs, and callback URLs match. See Entra ID SSO.

Check Team Membership (Admin Task): If the user can log in but cannot select a team, verify they have been added as a member to at least one team (Organisation Settings > Users > Edit User > Team Settings).
Check Zudello Status Page: Visit status.zudello.com for any platform incidents affecting login.

If the user still cannot log in after these steps, contact Zudello support. Provide:

The user's email address.
Whether they use Password or SSO login.
Any error messages received.
Confirmation of their account status in Zudello and the SSO provider (if applicable).