Troubleshooting: Sign-In¶
"Invalid credentials."¶
Your email or password is not recognised. SureSign does not say which one is wrong. Double-check both, and use Forgot password if you are unsure of your password.
"Your account has been deactivated."¶
A Super Admin has switched off your account. Contact your organisation's Super Admin to have it reactivated.
"Your account has been banned."¶
A Super Admin has banned your account. Contact your organisation's Super Admin.
"You must change your password before continuing."¶
An administrator has required you to set a new password. See Changing a temporary password.
Signed out unexpectedly while using SureSign¶
If your account is deactivated, banned, or has a forced password reset applied while you are actively using SureSign, you will be signed out on your very next action, not just your next fresh sign-in. This is expected behaviour, not a bug — contact your Super Admin if you believe this happened in error.
Did not receive a password reset or verification email¶
- Check your spam/junk folder.
- Confirm the email address on your account is correct — ask your Super Admin to check if you are not sure.
- Your organisation's email sending must be configured for these emails to go out at all; if your organisation has never received any SureSign emails, ask your Super Admin to check this.