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Troubleshooting - Login (Non-Admins).

Learn how to troubleshoot common login issues.

Written by Suzette Richards
Updated over 2 weeks ago

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 Thoropass login page but not received.

  1. Please check your spam / junk email folder.

  2. If the reset email is in this folder, select the option to 'Mark / Report as not Spam'.

    1. Emails from thoropass.com should appear in your inbox following this action.

  3. If the reset email is not in the spam / junk folder:

    1. Contact support@thoropass.com (stating the issue).

  4. Once a new password reset (a.k.a Welcome to Thoropass' ) email is received:

    1. Right-click the link in the email and open it in an Incognito / Private browser.

    2. Record the screen to capture any issues as you continue through the process.

    3. If you previously set up MFA, please remove the Thoropass account from the authenticator app before proceeding.

    4. Follow the steps to create your new password , set up MFA and login.

  5. After you’ve logged in:

    • Log out of the Incognito / Private browser.

    • Attempt to log in again using your regular browser.

    • If you still experience issues, please clear your browser cache and try again, as this often resolves any remaining session or caching problems.

2. Password was changed within the last 3hrs.

If the above message appears on the login page, access can be regained as follows:

  1. Contact your internal Thoropass Admin who can reset this immediately, OR

  2. Contact support@thoropass.com (stating the above error message).

  3. Upon receipt of a password reset email, please follow Steps 4-5 above.

3. Authentication Failed (Login Page)

The above generic error message indicating an issue somewhere in the authentication process has occurred.

  1. Contact your internal Thoropass Admin who can reset this immediately, OR

  2. Contact support@thoropass.com (stating the above error message).

  3. Upon receipt of a password reset email, please follow Steps 4-5 above.

4. "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.

  1. Contact support@thoropass.com (stating the above error message).

  2. The account will be reset and login can proceed via SSO.

5. Lost access to an Authenticator / requires MFA reset.

If access to an Authenticator has been lost or a reset of MFA is required:

  1. Contact your internal Thoropass Admin who can reset this immediately, OR

  2. Contact support@thoropass.com (stating the issue).

  3. Upon receipt of a password reset email, please follow Steps 4-5 (from section 1 above.

Related article: MFA: FAQ's & Troubleshooting (Non-Admins).

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