Can I get help getting my colleagues logged in?

jmtrhydn

We are new to SSgov and my colleagues get error messages when trying to log in. Specifically, they see the below attached images. I removed them as user and readded with no luck. What are some troubleshooting steps to help get them on the system?

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Genevieve P.

Hi @jmtrhydn

If you are a System Admin for your account, the first thing I would do is check the Sign In options configured for your plan:

https://help.smartsheet.com/articles/2483289-manage-authentication-options

If you have not yet set up SAML for your plan, make sure that your users can sign in with the "One-time password via email" option.

If this hasn't helped, please reach out to Smartsheet Support with the email addresses of the users you're trying to have sign in. They can help you in a private channel where you'll be supported by someone who is approved to help with GOV accounts.

Please note that the Community is a public, global space, so any sensitive information should go through internal channels.

Thanks!
Genevieve

Genevieve P.

Hi @jmtrhydn

If you are a System Admin for your account, the first thing I would do is check the Sign In options configured for your plan:

https://help.smartsheet.com/articles/2483289-manage-authentication-options

If you have not yet set up SAML for your plan, make sure that your users can sign in with the "One-time password via email" option.

If this hasn't helped, please reach out to Smartsheet Support with the email addresses of the users you're trying to have sign in. They can help you in a private channel where you'll be supported by someone who is approved to help with GOV accounts.

Please note that the Community is a public, global space, so any sensitive information should go through internal channels.

Thanks!
Genevieve

jmtrhydn

Thank you @Genevieve P.! That was the help I needed.