This article outlines steps individual users can undertake when experiencing login issues. MFA: Duo Authenticator is not currently compatible with Thoropass.
1. Password reset requested from the home page but not received.
Check your spam / junk email folder.
If the reset email is in this folder, select the option to 'Mark / Report as not Spam'.
Emails from thoropass.com should appear in your inbox following this action.
If the reset email is not in the spam / junk folder:
Contact support@thoropass.com (stating the issue).
2. Password was changed within the last 3hrs.
If the above message appears on the login page, access can be regained as follows:
Contact your internal Thoropass Admin (passwords can be reset immediately)
Contact support@thoropass.com (stating the above error message).
Upon receipt of a password reset email either:
Log in using an incognito / private browser.
Clear the cache on your regular browser before attempting to log back in.
3. "400 Login Failed 400: Bad Request Error Code: Password_Expired”.
The above error message may appear if a user was invited to the platform, set up a password, then attempted to login via SSO.
Contact support@thoropass.com (stating the above error message).
The account will be reset and login can proceed via SSO.
4. Lost access to an Authenticator / requires MFA reset.
If access to an Authenticator has been lost or a reset of MFA is required:
Please contact your internal Thoropass Admin who can reset this immediately.
Upon receipt of a password reset email either:
Log in using an incognito / private browser.
Clear the cache on your regular browser before attempting to log back in.
Related article: MFA: FAQ's & Troubleshooting (Non-Admins).