Authentication Troubleshooting

This section provides guidance on resolving common authentication issues you might encounter while using our platform. Authentication is the process of verifying the identity of a user or system, ensuring they have the right to access specific resources.

Common Authentication Errors

Here are some frequent error messages and their potential causes:

Invalid Credentials: Incorrect username, password, or API key.
Account Locked: Too many failed login attempts.
Session Expired: Your login session has timed out.
Unauthorized Access: Insufficient permissions to access the requested resource.
Two-Factor Authentication (2FA) Failure: Issues with receiving or entering 2FA codes.

Verifying Credentials

Ensure that you are using the correct username and password. Passwords are case-sensitive.

Tip: Try resetting your password if you suspect you might have forgotten it or if it's been compromised.

For API access, double-check your API keys for typos and ensure they are correctly configured in your application.

POST /api/v1/login
{
  "username": "your_username",
  "password": "your_password"
}

Session Management

Login sessions typically have an expiration time to enhance security. If you are logged out unexpectedly, it might be due to session timeout.

Check your connection: An unstable internet connection can sometimes disrupt session validity.
Browser Cookies: Ensure your browser is not blocking cookies, as they are often used to maintain session state.
Server Time: Verify that your system's clock is synchronized with the server's time.

Two-Factor Authentication (2FA)

If you have 2FA enabled, ensure you are entering the correct code from your authenticator app or SMS.

Time Synchronization: Authenticator apps rely on time synchronization. Make sure your device's clock is accurate and set to automatic time.
Code Expiration: 2FA codes are time-sensitive; use a fresh code if the previous one has expired.
Resend Code: If you haven't received an SMS code, try resending it.

Tip: Keep your backup 2FA codes in a safe place in case your primary method becomes unavailable.

Account Lockouts

For security reasons, accounts can be temporarily locked after a certain number of failed login attempts. This is a preventative measure against brute-force attacks.

Error: Your account has been temporarily locked due to excessive failed login attempts. Please wait 15 minutes or contact support to unlock it.

If your account is locked, you will need to wait for the lockout period to expire or contact our support team for immediate assistance.

API Authentication

When using our API, ensure your authentication method is correctly implemented:

Token-based authentication: Most modern APIs use tokens. Ensure your token is valid, not expired, and included in the correct header (e.g., Authorization: Bearer YOUR_TOKEN).
OAuth: If using OAuth, verify the authorization flow and that you have obtained a valid access token.

Authorization: Bearer eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...

Still Having Trouble?

If you've tried the steps above and are still experiencing authentication issues, please don't hesitate to contact our support team. Be sure to provide as much detail as possible, including any error messages you received and the steps you've already taken.

You can reach us via our Support Page.