Troubleshooting login issues

Troubleshooting login issues

To troubleshoot login issues:

  1. Try logging in from the Felix public page by manually visiting
  2. Verify that your email address and password have been entered correctly, ensuring that there are no white spaces or special characters that do not belong
  3. Perform a password reset for your account
  4. Clear the cache and cookies in your browser and attempt logging in again
  5. Try logging in from another network to see if the issue is network related (e.g. The mobile network on your smartphone)

Tip:  If you are unsure how to clear your browser cache and cookies, you can learn more by reading our guide, How to clear your browser cache.

Troubleshooting SSO login

If your organisation uses Single Sign-On to log in to Felix it is recommended to get in touch with your organisation's system administrator for troubleshooting and assistance.

The most common log in issues with SSO have been outlined below for reference:

  • Your browser session cookies may be out of sync with the session details stored in Azure AD or Felix
  • Azure has failed your authentication due to your corporate policy
  • You have not been given permission to access Felix by your organisation's administrator
  • A Felix account has been created with an email address that is different from your Azure email

Still having trouble?

If you're still having trouble the Felix support team are always here for you! Simply contact our support team with any screenshots and supporting information.

When submitting a support request, providing answers to the questions below can help our team identify and resolve your issue as quickly as possible:

  • A brief description of the issue you are experiencing
  • What email address are you using to log in to the account?
  • What internet browser are you using?
  • Are you receiving any error messages, if so what do they say? (Please provide a screenshot if possible)
  • Have you attempted to log in using a different web browser, if so which browser/s and did the issue persist?
  • Have you attempted to log in on a different device, if so did the issue persist?
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