Common causes of login failures to the BRANDED IAM client portal and step-by-step solutions for each.
Most portal login issues fall into a small number of categories and can be resolved in a few minutes. Work through these steps before contacting support.
Incorrect Password
Passwords are case-sensitive. Check that Caps Lock is off and that you're using the correct email address (some people have multiple email accounts). If unsure, use the Forgot your password? link on the login page to reset it.
2FA Code Not Accepted
- Make sure your phone's time is set to automatic (not manually set). TOTP codes depend on synchronized time — even a 30-second clock drift can cause code mismatches.
- Wait for the current code to expire and try the next one — sometimes a code is entered just as it's rotating.
- Try the previous code if your phone's clock was slightly behind at the moment you entered it.
- If none of these work, use a backup code.
Account Locked
After 10 consecutive failed login attempts, your account is temporarily locked for 30 minutes as a security measure. Wait 30 minutes and try again, or contact [email protected] with your account email address to request an immediate unlock.
SSO Redirect Issues
If you have SSO enabled and the redirect to your identity provider fails, try accessing the portal in an incognito/private browser window. If that works, clear cookies and cache in your main browser. If the issue persists, submit a ticket under Technical & Integrations → SSO Login Issue.
Browser Compatibility
The portal requires a modern browser. If you're using Internet Explorer or a browser version more than 2 years old, update your browser first — this resolves most unexplained login behavior.