Signed Out, Locked Out or a Two-Factor Code Not Working

Overview

Most sign-in problems have a simple cause: too many wrong attempts in a row, a two-factor code that has not arrived or has expired, a password you have forgotten, or an organisation that has switched to single sign-on so passwords no longer work. This article covers each in turn, and what to do if none of them fits. For the sign-in page itself, step by step, see Signing In.

"Temporarily Locked"

Too many failed sign-in attempts lock the account for a short time. If you see a "temporarily locked" message, wait about twenty minutes rather than retrying — further attempts during the lock-out do not help. After the wait, sign in again carefully: check Caps Lock is off, and that the email address shown above the password field is the one you were invited with (click Change beside it if not).

If you cannot remember the password, use Forgot password? (below) rather than guessing.

Two-Factor Code Problems

When your organisation has Two-Factor Authentication switched on in Settings → Organisation, a Login Verification step follows your password: Brolly emails you a six-digit code, and you type it into the boxes (or paste the whole code) and click Continue. It is set for the whole organisation by an Owner, so there is nothing for you to install or set up. See Organisation Settings.

If the code does not arrive:

• Check your junk, spam or quarantine folder — the email comes from Brolly, and organisation mail filters sometimes hold it
• Click Resend email for a fresh code. The button waits 60 seconds between sends
• Make sure you are checking the mailbox for the address you signed in with, not a personal one

If the code is rejected:

• Use the newest code. Each Resend email replaces the previous code, so an older email's code will not work. Use the most recent one
• Type all six digits, with no spaces, and click Continue promptly — codes are only valid for a short time
• If you have gone back and forth several times, return to the sign-in page, sign in again and use the first code that arrives

If you cannot receive email at your sign-in address at all — a mailbox that has been closed, say — you cannot complete sign-in. Ask your organisation's Owner to check the address on Settings → Team, or email support@brolly.com.au.

Forgotten Password

1. On the password step of the sign-in page, click Forgot password?
2. Type your Email address and click Send link. Brolly confirms it has emailed you instructions if an account exists for that address
3. Open the email and follow the link. The Password reset page asks for a New password and Confirm password; the two must match
4. Save it, then Sign in with the new password

A reset link only works for a short time. If the page says the link has expired or is invalid, click Request a new link and start again. If no email arrives within a few minutes, check your junk folder and confirm with your Owner that the address matches the one on Settings → Team.

Once signed in, you can change your password at any time from the Security card on your profile — click your name in the sidebar footer and choose View profile.

Organisations Using Single Sign-On

If your organisation has turned on Single sign-on in Settings → Organisation, the sign-in page decides what to do after you enter your email. Where SSO is required, you are sent straight to your organisation's identity provider — Microsoft, Google, Okta, Auth0 or another OpenID Connect or SAML 2.0 provider — to sign in there, then returned to Brolly; there is no password step and Forgot password? will not help. Where SSO is optional, the password step offers Sign in with SSO alongside the password field and either works. An invitation into an organisation that requires SSO is accepted by signing in through the provider, not by creating a password. The full flow is in Signing In. If the identity provider refuses you, contact your IT team, who manage it; the Owner who set up SSO can see which provider it is on the Organisation page.

Signed Out Unexpectedly

Being returned to the sign-in page while you work usually means your session ended. Sign in again, and tick Remember me on the password step if you want this browser to keep you signed in between visits (leave it unticked on a shared computer). If it keeps happening within minutes, do a hard refresh, try a private window, and then report it with the time it happened.

Your Invitation Has Not Arrived or Has Expired

If you are new and have never signed in, you need the invitation email first, and its link opens the You've been invited page where you choose a password. Invitation links expire. Ask your organisation's Owner to check Settings → Team: your entry should read Pending, and they can open it and click Re-send invite or correct the email address. See Managing Team Members.

Still Locked Out?

Email support@brolly.com.au from the address you sign in with, and include your organisation's name and what you see on screen. Never send your password or a two-factor code — support will never ask for them.

Tips

A member whose access was Deactivated by an Owner cannot sign in at all, and sees the same failure as a wrong password. If you have recently changed teams, check with your Owner before resetting anything.

If you sign in on a shared computer, use Log out from your name in the sidebar footer when you finish, so the next person does not see your session.

The sign-in page checks your email address first and then decides how your organisation signs in, so if you expected a password field and got Sign in with SSO (or the reverse), you may have typed an address that belongs to a different organisation.