Troubleshooting HelloID portal and users

Below are some common portal and user management issues, their solutions, and links to other helpful resources.

A user cannot log in.

Suggested action

On the Admin dashboard, go to

See

Re-enable the user

Reset the user's second factor authentication

Check if the HelloID portal is accessible (see below)

Directory > Users > Edit user > Enable

Directory > Users > Find user > Reset second factor

The HelloID portal is not accessible to users.

Suggested action

On the Admin dashboard, go to

See

Check the Identity Provider (status and connection)

Check the server(s) and Agent service(s) used for authentication

Review the sign-on policies

Check the portal access rules

Security > Authentication > Identity providers

Security > Policies > Sign On Policies

Security > Portal access rules

If the portal access rules are configured in a way that locks you out completely, contact Support to disable all access rules.

Notification emails about incidents in HelloID do not arrive.

Suggested action	On the Admin dashboard, go to	See
Check the email address for notifications	Settings > Company > Incidents	Incidents

In this section:

HelloID