Overview
This article outlines common login issues that may arise when trying to access Appical and provides step-by-step solutions to resolve them. It covers guidance for new hires troubleshooting their own access, as well as a dedicated section for Admins and Editors on how to help their new hires.
Common Login Issues & How to Fix Them
→ Saved Browser Data from a Previous Login
📌 Issue: Your browser stores old login information, which may cause errors when attempting to log in.
✅ Solution:
Open your browser settings.
Navigate to Privacy & Security.
Select Clear browsing data.
Choose Cookies and cached images/files.
Click Clear data and restart your browser.
🔹 Alternatively, try logging in using a different browser or an incognito window.
→ Same Email Used for Multiple Organizations
📌 Issue: Your email is linked to multiple organizations, which may cause login conflicts.
✅ Solution:
Contact Appical Support to check if your email is registered with multiple organizations.
→ Browser Compatibility Issues
📌 Issue: You are using an outdated browser version that may not be fully compatible with Appical.
✅ Solution:
Update your browser to the latest version.
We recommend using Google Chrome for the best experience.
→ Forgotten Password or Reset Issues
📌 Issue: You have forgotten your password, or you are not receiving the reset email.
✅ Solution:
Go to the Login Page, enter your email and click 'Forgot password?' to receive a reset link.
Didn't receive the link? Check your spam or junk folder first.
If your organisation uses an integration that switches new hires to their work email on their first day, the reset link will go to your work inbox — not your personal one.
Still having trouble? Contact your Admin or see the full guide: User guide: How to set a new password.
→ Login Issues After Your First Day
📌 Issue: You cannot log in after your first day, or your account appears to have been deactivated.
✅ Solution:
Make sure you are logging in with your work email — if your organisation uses an integration, it may have switched your email automatically on day one.
Your password remains the same as before.
If your account has been deactivated, you will need to ask your Admin to reactivate it. See User guide: My account has been deactivated — what do I do?
→ App Version Compatibility Issues
📌 Issue: You are using an outdated version of the Appical mobile app.
✅ Solution:
Open the App Store (iOS) or Google Play Store (Android).
Search for Appical.
Update to the latest version.
→ SSO (Single Sign-On) Login Issues
📌 Issue: You are trying to log in with SSO, but you receive an error message or cannot stay logged in.
✅ Solution:
Ensure you select the correct SSO login option.
Double-check that your SSO credentials are correct.
If using a work phone, ensure VPN is enabled.
🔹 To check VPN settings:
Open your phone's Settings.
Search for VPN and confirm that it is turned on.
🔹 If the steps above don't resolve the issue:
SSO login issues can also be caused by configuration errors that only an admin can resolve. Contact your Admin and ask them to check the following:
SSO configuration in Appical — confirm that SSO is correctly set up and the connection to your identity provider (e.g. Azure AD, Okta, Google Workspace) is active.
Your account is linked to SSO — verify that your user profile in Appical is associated with the correct SSO identity.
Identity provider settings — check that the SSO application in your identity provider is active and that your user account has been assigned access.
SAML certificate or token validity — expired certificates or tokens can silently break SSO logins. Your IT team or identity provider admin should verify these are up to date.
💡 If your Admin has checked all of the above and the issue persists, contact Appical Support with a description of the error message you see and which identity provider your organisation uses.
Admin & Editor Login Issues
The following issues are specific to Admins and Editors. If you are experiencing login conflicts or cannot access certain features after logging in, check the relevant section below.
→ Multiple Appical Accounts in the Same Browser
📌 Issue: If you manage multiple organisations or have multiple Appical accounts, the system may keep you logged in with a previous account when you try to switch.
✅ Solution:
Open an incognito window or use a different browser.
Log in again using the correct credentials for the account you need.
→ Missing Editor or Player Button After Login
📌 Issue: After logging in, you do not see the Editor or Player button.
✅ Solution:
Ensure your user role has the correct permissions assigned.
Contact another Admin to verify your access settings in User Management.
Try logging in via a different browser or using an incognito window.
→ Reset Password with Old Password Prompt
📌 Issue: When trying to change your password from your account settings, you are prompted to enter your old password but cannot remember it.
✅ Solution:
Do not try to change your password from your account settings. Instead, log out and use the 'Forgot password?' link on the Login Page to receive a reset link by email.
If you do not receive the reset email, check your spam or junk folder, or ask another Admin to send you a reset email from User Management. See How to send a Reset Password email to a user.
A new hire can't log in — Admin & Editor checklist
When a new hire contacts you because they can't log in, work through this checklist:
Check if their account is active. Go to User Management, find the user and check whether their account is active or archived. If it has been deactivated, follow the steps in How to reactivate a deactivated user account. Remember to update the deactivation date afterwards to prevent it happening again.
Verify the email address on file. Confirm the email address registered on their profile matches what they're using to log in. If your organisation uses an integration that switches new hires to their work email on their first day, their login email will have changed — update it if needed.
Send a password reset. If the account is active but they can't log in, send them a password reset email directly from User Management. See How to send a Reset Password email to a user for step-by-step instructions.
Check their role and permissions. If they can log in but can't see the Editor or Player button, verify their user role has the correct permissions assigned in User Management.
Check SSO configuration. If your organisation uses SSO and the new hire can't log in via SSO, verify that their profile is linked to the correct SSO identity and that their identity provider access is active. See the SSO section above for the full checklist.
💡 If you've worked through all of the above and the issue persists, contact Appical Support with the new hire's email address and a description of what you've already tried.
Need More Help?
If you're still experiencing login issues, contact Appical Support for further assistance.
👉 Let us know if this article was helpful by using the feedback buttons below!