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Common errors encountered when logging in

You will find below the main errors encountered when trying to connect, click on the error corresponding to your situation to know how to proceed.

It will sometimes be indicated that you need to contact our Support, this can be done in two ways:

  • by email: support@elevo.io
  • by clicking on "Help" at the bottom right of your screen when you are on Elevo.

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📥 I don't receive the reset email

What should I do?

  • First check your spam. If the email is there, you can follow the recommendations in this article to ensure that future emails will arrive in your inbox.
  • If the email is not in your spam, make sure that the reset request was made with the correct email (if the email registered to Elevo is exemple@domaine.fr then it won't work with exemple@domaine.com for example). You can contact your HR team or Elevo Support to ask which email is attached to your Elevo profile.

An example of a message to send to your HR team or Elevo Support:

"Hello,

I'm not receiving Elevo emails, either in my inbox or in my spam folder, and I am trying to reset my password. Can you tell me which email is attached to my Elevo profile?"

📝 "You have a pending invitation, accept it to finish creating your account "

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What should I do?

  • This message appears when you are a user without e-mail (with a login only) and you try to log in with your access code directly. You need to create your password first.
  • You need to log on to https://exemple/access_code (generic URL, please use the personalized URL with your organization's name provided by your HR team) then enter your login + access code to create your password.
  • You must then log on to https://exemple/ (generic URL, please use the personalized URL with the name of your organization provided by your HR team) with the login and password you have just created.

❌ Reset link invalid. Redirecting to Sign In...

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What should I do?

  • This message appears when several requests to reset the password are made and the link used to change the password is not the last one received. First, we invite you to make another password reset request and wait for the new link to arrive by email.
  • If this does not work, please contact Elevo Support.

An example of a message to send to Elevo Support:

"Hello, I have made several requests to reset my password and am getting the error message "Reset link invalid. Redirecting to Sign In..."

I made sure to take the last link received but it still doesn't work, can you help me?"

⛔️ "You are not authorized to perform this action"

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What should I do?

  • After 3 unsuccessful login attempts, your Elevo account is locked for 5 minutes. If you request a reset during this 5 minute period, you will get this error message.
  • Please wait until the 5 minutes are up and then request a reset to change your password and gain access to Elevo.

👥 "Your login is used in several organizations, to login into your organization, you need to use the provided sub-domain"

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What should I do?

An email can only be used on one space.

  • Option 1: If you used a demo space before signing up for Elevo, it is likely that your email is still listed in the demo space and this is blocking the connection to the real space. You can contact Elevo Support and we will take care of it.

An example of a message to send to Elevo Support:

"Hello, the error message "Your login is used in several organizations, to login into your organization, you need to use the provided sub-domain" appears when I try to connect.

I used a demo space and I think my email is therefore present on two spaces at once."

  • Option 2: This error message can also occur when your email is being used on two actual spaces for a particular use case. In this case, sub-domains have been provided to you (for example http://subdomain1.elevo.fr and http://subdomain2.elevo.fr), so in order to connect you will have to use the sub-domain corresponding to the space you wish to access. If you do not remember the subdomains, please contact Elevo Support.

An example of a message to send to Elevo Support:

"Hello,

Can you tell me the subdomains associated with the Elevo spaces my email is used on?"

"Oops, it didn't work 🙁 Loading this page did not work. Please try refreshing the page or contact us if the problem persists."

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What should I do?

  • This error message appears when the link used has expired.
  • We invite you to connect to https://app.elevo.fr/signin. You will be redirected to your profile home page where you will see at a glance what actions need to be taken.

🔗 Issues related to SSO login

Some of our customers choose to enable SSO login.

Single Sign-On or SSO allows you to use your internal login method to log into Elevo. This way, users don't need a new password for Elevo and can log in with ease.

What should I do?

  • Verify that you are logged in to the address used on Elevo on your mailbox and web browser. If the address is different, SSO login will not be possible.
  • If this does not work, please contact Elevo Support.

On this page you will find SSO errors specifically related to Google Workspace.

Admins, you will find on this page the details of the SSO connection settings.