> ## Documentation Index
> Fetch the complete documentation index at: https://docs.play2sell.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Login Issues

> Troubleshoot common login problems — password reset, SSO errors, locked accounts, and browser issues.

# Login Issues

Having trouble logging in to SalesOS? Follow the troubleshooting steps below for common login problems.

## I Forgot My Password

<Steps>
  <Step title="Go to the login page">
    Navigate to [app.play2sell.com](https://app.play2sell.com).
  </Step>

  <Step title="Click Forgot Password">
    Click the **Forgot password?** link below the login form.
  </Step>

  <Step title="Enter your email">
    Type the email address associated with your SalesOS account.
  </Step>

  <Step title="Check your inbox">
    Look for an email from SalesOS with a password reset link. Check your spam/junk folder if you do not see it within a few minutes.
  </Step>

  <Step title="Set a new password">
    Click the link in the email and create a new password. The link expires after 1 hour.
  </Step>
</Steps>

<Note>
  If you do not receive the reset email after 5 minutes, verify that you are using the correct email address. If the problem persists, contact your administrator — they can trigger a password reset from the admin panel.
</Note>

## Incorrect Password

If you receive an "Incorrect email or password" error:

* **Check for typos** — Make sure Caps Lock is off and there are no extra spaces
* **Try your password in a text editor** — Type it in a visible field first to confirm it is correct
* **Reset your password** — Use the Forgot Password flow above if you are unsure of your current password
* **Check the email** — Ensure you are using the email address that received the invitation

## Account Locked

After multiple failed login attempts, your account may be temporarily locked for security:

* **Wait 15 minutes** — The lock expires automatically
* **Do not keep trying** — Each failed attempt during lockout resets the timer
* **Contact your administrator** — They can unlock your account immediately from the admin panel

## SSO / Single Sign-On Issues

If your company uses SSO and you are having trouble:

<AccordionGroup>
  <Accordion title="SSO button does not appear">
    SSO is configured at the company level. If you do not see an SSO button on the login page, your company may not have SSO enabled. Contact your administrator.
  </Accordion>

  <Accordion title="SSO redirects but fails">
    This usually means your identity provider (IdP) session has expired. Try:

    1. Log in to your company's IdP (Okta, Azure AD, Google Workspace, etc.) first
    2. Then try the SalesOS SSO login again
    3. If it still fails, clear your browser cookies and try once more
  </Accordion>

  <Accordion title="Error: User not authorized">
    Your SalesOS account may not be linked to your SSO identity. Contact your administrator to verify that your email matches between SalesOS and the identity provider.
  </Accordion>
</AccordionGroup>

## Browser Issues

If the login page does not load or behaves unexpectedly:

### Clear Browser Cache

1. Open your browser settings
2. Navigate to **Privacy** or **History**
3. Click **Clear browsing data**
4. Select **Cached images and files** and **Cookies**
5. Clear for "All time"
6. Reload [app.play2sell.com](https://app.play2sell.com)

### Try an Incognito/Private Window

Open an incognito window and try logging in. If it works, a browser extension or cached data is likely causing the issue.

### Check Browser Compatibility

SalesOS requires a modern browser. Ensure you are using:

* Chrome 90 or newer
* Firefox 90 or newer
* Safari 15 or newer
* Edge 90 or newer

### Disable Browser Extensions

Ad blockers, privacy extensions, or VPN extensions can sometimes interfere with the login process. Try disabling them temporarily.

## Invitation Link Expired

If your invitation link has expired (after 7 days):

1. Contact your company administrator
2. Ask them to **Resend** the invitation from **Admin > Users**
3. Check your email for the new invitation link
4. Click the link and complete your account setup

<Warning>
  Do not ask a colleague to share their invitation link with you. Each invitation is unique and tied to a specific email address.
</Warning>

## Two-Factor Authentication Issues

If you have two-factor authentication (2FA) enabled and cannot access your authenticator app:

* **Use a recovery code** — When 2FA was set up, you received recovery codes. Use one to log in.
* **Contact your administrator** — They can reset your 2FA from the admin panel, allowing you to set it up again.
* **Contact support** — If your admin is unavailable, reach out to [SalesOS support](/support/contact) with identity verification.

## Still Having Issues?

If none of the above solutions resolve your problem:

1. Note the exact error message you see
2. Take a screenshot if possible
3. Note which browser and version you are using
4. Contact [SalesOS support](/support/contact) with these details