Authentication Troubleshooting

Modified on Mon, 9 Feb at 7:35 AM

Common issues and solutions for login problems.

Quick Diagnostic

Symptom	Likely Cause	Solution
"Invalid email" error	Private email restriction enabled	Use work email address
No SMS code received	Missing or incorrect phone number	Update work phone in profile
SSO not working	Domain not verified	Complete domain verification
Google login fails	Google login method disabled	Contact admin to enable
Can't log in at all	All login methods disabled	Admin must enable at least one method

Issue: "You must use your work email to log in"

Cause: Private Email Restriction is enabled. Personal emails (Gmail, Yahoo, Outlook.com) are blocked.

Solution:

Log in using your work email address
If you don't have a work email set, contact your HR administrator to update your profile

Issue: Not receiving MFA SMS codes

Possible causes:

Phone number not set in your profile
Phone number format is incorrect
Mobile network issues

Solution:

Verify your work phone number is set in your profile
Ensure the number includes the correct country code (e.g., +47 for Norway)
Wait 60 seconds and click "Resend code"
If the problem persists, contact your administrator

Issue: SAML SSO login fails

Check these items:

1	Domain verified? - SSO requires domain verification. Check Settings → Authentication Settings
2	Correct email? - Your email must match the verified domain
3	IdP configured? - Ensure SAML settings are complete (SSO URL, Certificate)
4	Certificate valid? - Certificates expire. Check with your IT team

See: SAML Single Sign-On Configuration

Issue: Google login option not showing

Cause: Google authentication is disabled in your organization's settings.

Solution: Contact your administrator to enable Google login in Settings → Authentication Settings.

Issue: Locked out completely

If you cannot log in at all:

Try a different login method - If email/password fails, try Google (or vice versa)
Reset your password - Click "Forgot password" on the login page
Contact your administrator - They can verify your account status and login methods
Contact Simployer Support - If your admin is also locked out

Issue: Missing user email

Cause: Your SAML SSO configuration is missing the email claim

Solution: To send the user's email as a claim in a SAML assertion (like from Okta), configure a custom Attribute Statement in the application's SAML settings. Within the Sign On tab of the SAML application, add an attribute (e.g., email) and set the value to user.email. This adds the user's email address to the SAML payload.

For Administrators

⚠️ If all login methods are disabled, all users (including admins) will be locked out. Always ensure at least one method remains enabled.

Emergency recovery: Contact Simployer Support with your organization's details.

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