Troubleshooting Login Problems

Last updated March 15, 2024
Written by Joel Martin

Having trouble accessing your Felix account? Don’t worry—we’re here to assist you! Below, you’ll find solutions to some of the common login issues. Whether you’re having trouble resetting your password, or facing other login-related challenges, follow our guidelines to regain access swiftly.

I've reset my password and it isn't working

In some cases, updating your Felix password won't prompt your internet browser to update a saved account password. When this happens, the browser will auto-fill the password field with an old password preventing you from logging in successfully. To resolve this, you can clear the saved account password in your browser settings.

I'm receiving an invalid token error

If you're receiving an invalid token message, this means that the one-time token to set your account password has been previously visited. In some cases, links may be visited by your antivirus software causing them to expire. We recommend requesting a new token by completing the reset password form in these cases.

My Organisation uses SSO for Felix and I'm not being redirected to our login page

If this is your first time logging in via SSO and your organisation is using account auto-creation, you'll need to access Felix via your SSO provider portal (Microsoft Azure, Okta, etc). 

If your organisation is not using auto-creation and you aren't being redirected, this means your email address hasn't yet been set up for you in Felix. You'll need to reach out to your organisation's Felix Administrator to assist with this.

I haven't received the password reset link

If you haven't received the password reset link via email, first check the junk or spam folders and complete the steps outlined in this article. If you continue to experience problems, reach out to the Support team.

I'm unsure of my login email

Your Felix login email generally matches the email address where you received the initial invitation to join Felix, and any further system emails. If you're unable to remember the email address or no longer have access to the email address of the account, please reach out to the Felix Support team regarding Change of Account Ownership.

I'm seeing an "Invalid State" error

If you are running multiple instances of Felix simultaneously, you might encounter an “Invalid State” error during your login attempts. 

To resolve this issue, first, try going back to the login page by clicking the "Back" button on your browser, and entering your credentials again; if you still can't log in, follow these steps:

  1. Open a New Tab or Window: Instead of using an existing tab or window, open a new one in your web browser.
  2. Navigate to the Felix Log-In Page: In the new tab or window, go directly to the Felix Log-In page.
  3. Log In: Ensure that you use the most recently opened Log-In page to access your account. Using any other Log-In page may trigger the “Invalid State” error.

By following these steps, you should avoid the “Invalid State” error and successfully log in to your Felix account. If you continue to experience issues, please reach out to our Support team for further assistance.

Once you've logged in, why not check out some more of our articles designed to help you get started using Felix: Get Started
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