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Version: 3.0

Common Errors During Login Process

This article provides an overview of typical login errors, such as account validation issues, registration failures, etc.

Account validation process​

This process often includes steps such as email verification, where users confirm their email addresses by clicking a link sent to them. This error happens during the login step because you have yet to validate your account to have access to the Data Exchange Platform.

Message: "Your account is pending validation."

How can this be resolved? You should have received an email from the Group Admin to log in to your account. If you have yet to receive, kindly contact the Group Owner for assistance. After log in, contact the Group Owner to validate your account.

Account registration failed​

This error occurs when the users tries to register for an account.

How can this be resolved? Ensure all registration details are correct and try again.

Account locked​

This error occurs when user tries to log in, but the account is locked.

How can this be resolved? Try resetting your password and re-enter your details. If error persists, contact support for assistance.

Password reset failed​

This error occurs when the user tries to reset their password.

How can this be resolved? Try resetting your password again. Ensure all details are correct.

Unable to login​

This error occurs when user tries to log in using incorrect email and/or password.

Message: "Login failed. Please check your business email address / password and try again."

How can this be resolved? Try to log in again. Ensure that the email and password are correct.

Reset SSO​

This error occurs when you are having difficulties resetting SSO or inputs and invalid email to reset SSO.

Message: "Please enter a valid email address."

How can this be resolved? An email will only be sent to you if you are the group owner and if SSO is enabled for your group.

Invalid OTP​

This error occurs when the user tries to log in with 2 factor authentication.

How can this be resolved? Try entering the OTP again or retry with a new OTP. Refresh or try again at a later time.

User authentication failure​

This error occurs when user tries to log in and the account is not fully set up or the authentification failed.

How can this be resolved? Refresh and try logging in again or contact group admin if the issue persists.