Fix sign-in problems
Fix sign-in problems
Use this page when account creation, email verification, a security code, Google, company SSO or workspace access does not work as expected.
Start with two checks
- Use the exact work email connected to your DOE access.
- Use the sign-in option your organization gave you: DOE password, Google or company SSO.
Do not create a second account to solve a sign-in problem. If your company uses SSO and SCIM, ask your company administrator to correct your existing access instead of sending a manual invitation.
Find the message you see
| What you see | What it usually means | What to do |
|---|---|---|
| Account already exists | That email already has a DOE account | Return to sign-in and use the original sign-in option; do not create another account |
| Verification required | A DOE password account was created but its email has not been verified | Continue verification and use the newest code |
| Invitation required | DOE cannot find an invitation or completed company access for that email | For a DOE password or standard Google account, ask your workspace admin to check the invitation; for SSO and SCIM, ask your company admin to check your access |
| Invalid email or password | The password is wrong or the account uses Google or company SSO | Reset a DOE password only for a DOE password account; otherwise use the assigned option |
| Security code invalid or expired | The code is old, mistyped or belongs to another attempt | Use the newest code; if you closed or reloaded the page, start again |
| Google opens the wrong user | The browser is signed in to another Google account | Switch Google accounts or use a private browser window |
| No company connection is found | DOE cannot match the work email to your company | Check the work email, then ask your company admin; ask Njord to check the connection if the details are correct |
| Company sign-in is unavailable | Your company login or its DOE connection is unavailable | Try once more, then contact your company admin |
| Company sign-in succeeds but DOE blocks access | Your company login worked, but your DOE access, workspace or role is not ready | Ask your company admin to check your SSO and SCIM access |
| Session expired or the page loops | The sign-in attempt is old or several sign-in tabs are open | Close old tabs and start again from the DOE sign-in page |
| No workspace appears | Your account can sign in but does not have the expected workspace or role | Ask your company or workspace admin to check your access |
If a code does not work
Use the newest email from DOE. Requesting a new verification, sign-in or reset code can make an older code stop working.
If no code arrives:
- Check spam or junk mail.
- Confirm the email address is correct.
- Request one new code and wait for the newest message.
- If you closed or reloaded the code page, restart that sign-in or reset flow.
Never share a security code with another person.
DOE security codes apply to DOE password accounts. If you use company SSO, your company manages MFA and its security checks.
If Google or company SSO does not work
Google and company SSO confirm your identity outside DOE. DOE cannot reset those passwords or change their security checks.
If your company uses SSO and SCIM, your company manages the account and DOE access. Ask your company administrator to check that your account is active, your access is ready, and your workspace and role are correct.
If the company login works but DOE still fails, ask Njord to check the connection after your company administrator has completed those checks.
If your company account was removed or disabled
A DOE password reset will not restore a company-managed account. Ask your company administrator to restore the existing account and access. Do not create a replacement account.
Restart a stuck sign-in
- Close duplicate DOE sign-in tabs.
- Return to the DOE sign-in page.
- Choose the correct sign-in option.
- Complete the new attempt in the same browser tab.
- Use a private browser window if the wrong Google or company account keeps opening.
What to send your admin or Njord
Share only:
- your work email,
- the sign-in option you used,
- the exact error message,
- whether a code arrived,
- whether the company login succeeded, and
- the workspace you expected to open.
Do not send passwords, security codes or screenshots that show private company login details.