Troubleshooting Sign-In to Engage
Having trouble logging in to Engage? Here is how the common sign-in methods work and what to try when access does not go smoothly.
Getting into Engage should be simple, but sign-in issues happen to everyone now and then. This article walks through the common ways people access Engage and what to check when something does not work.
Most sign-in trouble comes down to a few familiar causes: an expired link, a single sign-on setup that needs attention, or simply using a different method than the one your organization expects. Knowing how each method works makes these easy to sort out.
How sign-in works
Engage supports more than one way to log in, and your organization decides which methods are available to you.
- Magic links. Instead of a password, you receive a secure link that signs you in when you open it. These links are meant to be used promptly and are tied to your account.
- Single sign-on (SSO). Many organizations connect Engage to their own identity provider. With SSO, you log in through your company account rather than a separate Engage password.
If you are not sure which method your organization uses, your administrator can tell you.
Common issues and what to try
When sign-in does not work, walk through these steps before reaching out for help.
- Confirm you are using the right method. If your organization uses single sign-on, make sure you are signing in through your company account rather than looking for a separate password.
- Check that your magic link is still fresh. Magic links are designed to be used soon after you receive them. If a link no longer works, request a new one and use it right away.
- Open the link in the same place you requested it. Switching devices or browsers partway through can interrupt the process. Try to stay consistent from request to sign-in.
- Look for the most recent message. If you requested more than one link, only the latest one is likely to work. Older links may no longer be valid.
- Make sure your email address is correct. A small typo in your address means the link goes somewhere you cannot reach it.
If you work through these and still cannot get in, the issue may be on the account or configuration side, which your administrator can look into.
When to contact your administrator
Some sign-in problems are not something you can fix on your own. Reach out to your administrator or the support team if any of these apply.
- Single sign-on is failing for you and for others, which may point to a configuration issue.
- You believe your account has not been set up yet or has lost access.
- You have tried fresh links and the correct method and still cannot sign in.
When you reach out, it helps to describe exactly what you tried and what you saw, so the person helping can pinpoint the cause faster.
Frequently asked questions
My magic link expired. What now?
Request a new one and open it promptly. Magic links are intended for near-immediate use, so the freshest link is the one most likely to work.
I use single sign-on. Do I need an Engage password?
No. With single sign-on, you authenticate through your organization's account. There is no separate Engage password to remember.
Who can reset my access?
Your administrator manages accounts and access. If you think your account needs attention, they are the right people to contact.