We have three types of factors that participants may need to pass in order to access a project:
Which factors users are expected to pass is dependent on what admins explicitly set up previously.
Username and password
It might happen that you are unable to sign-in and you're presented with a message that informs you your password is invalid. The below message will appear in red error text:
This informs you that your password is invalid and you have 9 further attempts to get the correct password. Once you exceed these attempts, your account will be locked.
How to successfully sign-in
To ensure successful sign-in and avoid locking of your account, do the following:
Ensure your email address is spelled correctly, and click Change to correct it.
Try to re-enter your password.
Check the keyboard language and make sure it is the right one.
Make sure the Caps Lock is switched off.
Ensure the browser has not auto-filled the wrong email and/or password.
Ensure you are using the email address associated with your Ideals account and not any other.
Alternatively, you can use the option Get one-time code. In this case, you will receive an email with your one-time code to sign in.
If you prefer to sign in with your own password instead of a one-time code, click Reset password and create a new one for further use.
Troubleshooting first factor
Here are common login issues users encounter, along with solutions.
I’m getting an error. Could my email address be wrong?
Problem: Email address entered incorrectly.
Solution: Ensure your email address is spelled correctly and click Change to correct it if needed.
I think my password isn’t working. What should I do?
Problem: Password entered incorrectly.
Solution: Try re-entering your password carefully to ensure it’s accurate.
Could my keyboard settings be causing the login issue?
Problem: Incorrect keyboard language selected.
Solution: Check your keyboard language settings to ensure it’s set to the correct language for your password entry.
I keep getting an error, and I think it might be Caps Lock. Could that be the problem?
Problem: Caps Lock is on, causing incorrect characters.
Solution: Make sure the Caps Lock key is off before entering your password to avoid incorrect characters.
Could my browser be automatically filling in the wrong email or password?
Problem: Browser auto-filled an incorrect email and/or password.
Solution: Double-check that the browser hasn’t auto-filled an incorrect email or password and update the fields if necessary.
I have multiple email accounts. Could I be using the wrong one?
Problem: Incorrect email account being used (not associated with Ideals account).
Solution: Ensure that you are using the email address associated with your Ideals account and not another account.
2-factor verification
When logging in with 2-factor verification (2FA), users may encounter common issues. To help resolve these quickly, follow the solutions provided below.
For best results, always check if the system requires a specific type of code (SMS, authenticator app code, or recovery code) to avoid confusion. Additionally, make sure you are using the correct app or method as per the initial setup.
Troubleshooting 2-factor verification sign-in issues
I didn’t receive the SMS with the code. What should I do?
Problem: SMS was not received.
Solutions:
Try clicking Resend to get another SMS.
Select Get code by phone call if available, as some users overlook this option.
Double-check if the system is asking for an SMS code or an authenticator app code, as this is a common point of confusion.
I see the option for a code, but I’m not sure which app to use for my authenticator code?
Problem: Users sometimes forget the name of their authenticator app.
Solution: Ensure you are using the correct authenticator app on your phone. We recommend these popular options:
I entered a code from my app, but it says it’s incorrect.
Problem: Users sometimes confuse different types of codes, such as the authenticator app code and recovery codes.
Solution: Check if the system is asking for an authenticator code, an SMS, or a recovery code. Ensure that you’re entering the correct code type.
I don’t have access to my phone. Can I still log in?
Problem: No access to phone for authenticator or SMS code.
Solution: Use a recovery code if you saved it during setup. These codes were provided as a backup method, and many users overlook them at the initial setup stage.
These troubleshooting steps should help you resolve most login issues with 2FA. If you continue to experience problems, please contact support for additional guidance.
Additional method: identity provider (IdP)
We also offer a third login method through an Identity Provider (IdP). While rare, the most common issue here arises from misconfiguration by administrators. If you encounter issues with IdP login, please reach out to your administrator or support team for assistance.
Browser side issues
Browser can also prevent a user from accessing our websites and applications, please find below the ways to check if something wrong with the browser configuration:
Update browser to the latest version
Clear cookies and local storage
Try using different browser or incognito mode
Try deactivating browser's extensions
If none of the above resolves the issue, please contact the Customer Support team.