How to troubleshoot user login issues in Jostle

This article sets out the steps that System Admins can take when an user cannot access Jostle.

Check login status and settings

As a System Admin, take these steps to confirm a user's login status and settings:

1. Click Admin Settings at the bottom of the Main Navigation and then go to User accounts and data > Edit, Invite, Disable users. 

2. Enter the user's name in the available field and confirm that the user exists and the name is correctly spelled. If the user's name appears in the Search results, click the "EDIT" link next to it . 

3. On the Edit User page, use the Login and Security section on the right and check if their Invite and Account Status is Activated and that their Login Status is Enabled (Active).

Note: System Admins can check the invite status for multiple users at Admin Settings > Analytics > Download login status and method.

4. If their Invite and Account Status is not showing "Activated", have your user verify if they received the invitation email, including checking their "junk" folder. 

Note: If the invitation was sent, but the user didn't receive it, check this article.

5. The invite links expire in 14 days. When that happens, their Invite and Account Status will show "Invited but not activated" along with an "invite has expired" message.  Scroll down and click Resend Invite".

For people authenticating with Jostle credentials (Password)

Keep in mind that the invitation expires in 14 days. System Admins can always re-invite multiple users via Admin Settings > User accounts and data > Invite users.

If the user received the invitation but the password is not working, please ask the user to request a new password from Jostle Login page.

For people authenticating with SSO

First, make sure the user exists in your SSO system with the same Jostle Username and the account is active in your SSO system.

Possible solutions:

• Your metadata file in our system may be out of date. You'll need to send us your metadata file again.
• The server time may be off. You'll need to make sure it’s synced with NIST time.
• For Microsoft Entra ID, the user might have an expired token.

For people authenticating with Google

First, make sure the user exists in your Google domain with the same Jostle Username and the account is active in your Google domain.

Possible solution:

If your user has recently updated their Google email, a System Admin will need to send new invitation email to re-enable the user's login:

1. Go to Admin Settings > User accounts and data > Edit, Invite, Disable users
2. Search for the user, then click EDIT
3. Scroll down through their user details (double check that the new email has been entered) and then click 'Save changes & invite now' at the very bottom.

If you checked all these steps and the user still cannot access, please ask the user to clear browser's cookies and cache and try again. If the issue persists email us at support@jostle.me.