Troubleshooting

Having trouble with your SingleSign account? Find solutions to the most common issues below.

I didn't receive a verification email

If you signed up but didn't get the verification email:

1. Check your spam or junk folder. Verification emails sometimes get filtered.
2. Wait a few minutes. Email delivery can occasionally be delayed.
3. Try resending the email. Go back to the sign-up page and click "Resend verification email."
4. Double-check your email address. Make sure you entered it correctly during sign-up. A small typo (e.g., gmial.com instead of gmail.com) will prevent delivery.
5. Check if your inbox is full. Some email providers reject new messages when your inbox is at capacity.

If you've tried all of the above and still haven't received the email, contact support@singlesign.com for help.

I can't sign in

If you're unable to sign in to your SingleSign account:

1. Check your password. Make sure you're entering the correct password. Passwords are case-sensitive.
2. Try resetting your password. Click "Forgot password?" on the sign-in page to receive a password reset link.
3. Check if your account is locked. After multiple failed sign-in attempts, your account may be temporarily locked for security. Wait 15 minutes and try again.
4. Clear your browser cache and cookies. Sometimes stale data can interfere with sign-in.
5. Try a different browser or device. This can help rule out browser-specific issues.

I lost my MFA device

If you've lost the device with your authenticator app and can't enter your MFA code:

1. Use a backup code. On the MFA prompt, click "Use a backup code" and enter one of the codes you saved when you set up MFA.
2. Reset MFA after signing in. Once you're in, go to Account → Security → MFA and set up MFA again with your new device.
3. No backup codes? Contact your recovery contacts if you've set them up. They can help initiate an account recovery.
4. No recovery contacts either? Contact support@singlesign.com. You'll need to verify your identity through an additional process.

To avoid this situation in the future, always generate and securely store backup codes.

An app is asking for too many permissions

If an app's consent screen is requesting scopes (data categories) you're not comfortable with:

1. You can deny the request. Click "Deny" on the consent screen. You won't be signed in to the app, but your data stays safe.
2. Review what the app is asking. Each scope is listed with a description. Learn what each scope means.
3. Contact the app developer. If you think the app is requesting more data than it needs, reach out to the app's support team to ask why.
4. Report the app. If you believe an app is misusing SingleSign, contact support@singlesign.com.

I want to delete my account

If you'd like to permanently delete your SingleSign account and all associated data:

1. Revoke all connected apps first. Go to Connected Apps and revoke access for each app.
2. Contact support. Send an email to support@singlesign.com with the subject line "Account Deletion Request."
3. Verify your identity. You'll be asked to confirm your identity before the deletion is processed.
4. Allow processing time. Account deletion is typically completed within 7 business days.

Note: Account deletion is permanent and cannot be undone. You will lose access to all apps connected through SingleSign.