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Login Issues

Solutions for authentication and account access problems.

Can't Log In​

Wrong Password​

Symptoms:

  • "Invalid password" error
  • Login rejected
  • Can't remember password

Solutions:

  1. Check caps lock

    • Passwords are case-sensitive
    • Ensure caps lock is off

  2. Check for typos

    • Re-enter carefully
    • Watch for similar characters (0/O, 1/l)

  3. Reset password

    • Click "Forgot Password"
    • Enter your email
    • Check email for reset link
    • Create new password

  4. Check correct email

    • May have multiple accounts
    • Try different email addresses

Account Not Found​

Symptoms:

  • "User not found" error
  • Email not recognized
  • Can't create account

Solutions:

  1. Check email spelling

    • Typos common
    • Check for spaces

  2. Use correct email

    • May have registered with different email
    • Check work vs personal

  3. Check invitation

    • Need invitation to join
    • Check email for invite link
    • Ask admin to re-invite

  4. Check organization

    • May be different organization
    • Ask admin to verify

Account Deactivated​

Symptoms:

  • "Account deactivated" message
  • Can't log in
  • Was working before

Solutions:

  1. Contact administrator

    • Account may have been deactivated
    • Request reactivation

  2. Check email for notice

    • May have received deactivation email
    • Follow instructions provided

  3. Verify organization status

    • Organization may be suspended
    • Contact support

Password Reset Issues​

Not Receiving Reset Email​

Solutions:

  1. Check spam/junk folder

    • Reset emails often filtered
    • Mark as not spam

  2. Wait a few minutes

    • Email delivery can be delayed
    • Try up to 10 minutes

  3. Check correct email

    • Request sent to registered email
    • Try other email addresses

  4. Check email filters

    • Whitelist sender
    • Add to contacts

  5. Request again

    • May have been blocked
    • Try once more

Symptoms:

  • Link says expired
  • Page not found
  • Error when clicking

Solutions:

  1. Check expiration

    • Links expire after 24 hours
    • Request new reset

  2. Use latest link

    • If requested multiple times
    • Only last link works

  3. Copy full URL

    • Some email clients break links
    • Copy and paste manually

  4. Don't modify URL

    • Use exact link provided
    • No changes to URL

Can't Set New Password​

Symptoms:

  • Password rejected
  • Doesn't meet requirements
  • Error saving

Solutions:

  1. Check requirements:

    • Minimum 8 characters
    • Include uppercase
    • Include lowercase
    • Include number
    • Include special character

  2. Avoid common passwords

    • Not "password123"
    • Not your name/email
    • Not simple patterns

  3. Try different password

    • May be blocked password
    • Use unique password

Two-Factor Authentication (2FA)​

2FA Code Not Working​

Symptoms:

  • Code rejected
  • "Invalid code" error
  • Can't complete login

Solutions:

  1. Check time sync

    • Codes are time-based
    • Ensure device time is correct
    • Enable automatic time

  2. Use current code

    • Codes change every 30 seconds
    • Enter while still valid

  3. Check correct account

    • May have multiple 2FA entries
    • Use code for Kuviq

  4. Use backup code

    • If saved backup codes
    • Enter one backup code
    • Each code single-use

Lost 2FA Device​

Solutions:

  1. Use backup codes

    • Provided when setting up 2FA
    • Enter backup code instead

  2. Contact administrator

    • Admin can reset 2FA
    • Will need to verify identity

  3. Contact support

    • If no admin available
    • Verify identity
    • 2FA reset

Setting Up 2FA​

  1. Go to Profile > Security
  2. Click "Enable 2FA"
  3. Scan QR with authenticator app
  4. Enter verification code
  5. Save backup codes securely

Session Issues​

Getting Logged Out​

Symptoms:

  • Unexpectedly logged out
  • "Session expired" message
  • Need to log in frequently

Solutions:

  1. Check "Remember me"

    • Enable to stay logged in
    • Session lasts longer

  2. Check browser settings

    • Cookies must be enabled
    • Don't clear on exit

  3. Check for multiple tabs

    • Logging out in one tab affects all
    • Check all tabs

  4. Check account status

    • Admin may have logged you out
    • Security measure

Session Won't Start​

Symptoms:

  • Login succeeds but nothing happens
  • Redirected back to login
  • Stuck in loop

Solutions:

  1. Enable cookies

    • Required for sessions
    • Browser settings

  2. Clear cookies

    • Corrupted cookies cause issues
    • Clear and retry

  3. Try incognito mode

    • Tests with fresh session
    • If works, clear normal cookies

  4. Try different browser

    • Browser-specific issue

SSO (Single Sign-On) Issues​

SSO Button Not Working​

Solutions:

  1. Check SSO provider

    • Google/Microsoft status
    • May be down

  2. Pop-up blocker

    • SSO uses pop-ups
    • Allow for Kuviq

  3. Try direct login

    • If SSO fails
    • Use email/password

SSO Account Mismatch​

Symptoms:

  • Wrong account connected
  • Different email expected
  • Access denied

Solutions:

  1. Log out of SSO provider

    • Google/Microsoft account
    • Log into correct account
    • Try SSO again

  2. Use incognito

    • Fresh session
    • Select correct account

  3. Contact admin

    • May need account linked differently

Mobile Login Issues​

Can't Log In on Mobile​

Solutions:

  1. Update the app

    • Old versions may fail
    • Install updates

  2. Check network

    • Mobile data enabled
    • Wi-Fi connected

  3. Clear app data

    • Settings > Apps > Kuviq
    • Clear cache/data
    • Log in again

  4. Reinstall app

    • Delete and reinstall
    • Fresh start

Fingerprint/Face ID Not Working​

Solutions:

  1. Re-enroll biometric

    • Settings > Biometric
    • Remove and re-add

  2. Check device settings

    • Biometric enabled for app
    • Device biometric working

  3. Use password instead

    • Biometric is convenience
    • Password always works

Account Security​

Suspicious Activity​

If you notice:

  • Login from unknown location
  • Actions you didn't take
  • Password changed without you

Steps:

  1. Change password immediately

    • Use strong, unique password

  2. Enable 2FA

    • If not already enabled

  3. Review recent activity

    • Check for unauthorized changes

  4. Contact admin

    • Report suspicious activity
    • Admin can investigate

Account Locked​

Symptoms:

  • "Account locked" message
  • Too many attempts
  • Can't try again

Solutions:

  1. Wait for lockout period

    • Usually 15-30 minutes
    • Don't keep trying

  2. Reset password

    • May clear lockout
    • Use reset link

  3. Contact admin

    • Admin can unlock
    • May need verification

Getting Help​

Before Contacting Support​

Gather:

  • Email address used
  • Error message (exact text)
  • When problem started
  • Browser/device info
  • Steps already tried

Contact Support​

Email: support@kuviq.io

Include:

  • Organization name
  • Your email
  • Description of issue
  • Screenshots if helpful