Retail | Troubleshooting SSO Login Issues

Common SSO Login Issues

Issue 1: "Unable to Sign In" or "Authentication Failed" Error

Possible Causes:

• Incorrect email address or credentials
• Your account is not yet linked to SSO
• SSO is not enabled for your account tier

Solutions:

1. Verify you're using the correct email address that matches your BLAZE account
2. If using Social Login, ensure your Google or Microsoft account email matches your BLAZE email
3. Contact your BLAZE administrator to confirm SSO is enabled for your account
4. Try clearing your browser cache and cookies, then attempt login again

Issue 2: Redirect Loop (Keeps Redirecting Back to Login Page)

Possible Causes:

• Browser cookies are disabled
• Third-party cookie blocking is enabled
• Browser cache issue

Solutions:

1. Enable cookies in your browser settings
2. Temporarily disable third-party cookie blocking or add BLAZE domains to your allow list
3. Clear your browser cache and cookies:
   • Chrome: Settings → Privacy and Security → Clear Browsing Data
   • Safari: Preferences → Privacy → Manage Website Data → Remove All
   • Firefox: Settings → Privacy & Security → Clear Data
4. Try using a different browser or incognito/private mode

Issue 3: "Email Not Recognized" or "Account Not Found"

Possible Causes:

• Your email address in your identity provider doesn't match your BLAZE account email
• Your BLAZE account hasn't been created yet

Solutions:

1. Verify the email address on your Google/Microsoft account or enterprise identity provider matches your BLAZE account email exactly
2. Contact your BLAZE administrator to confirm your account exists
3. If needed, update your BLAZE account email by contacting BLAZE support

Issue 4: "Permission Denied" or "Access Restricted"

Possible Causes:

• Your user account has been deactivated
• Your organization has domain restrictions enabled
• Your identity provider is blocking access

Solutions:

1. Contact your BLAZE administrator to verify your account status
2. If using Enterprise SSO, check with your IT department to ensure BLAZE is not blocked by your organization's security policies
3. Verify you're using an email address from an approved domain (for Enterprise SSO with domain restrictions)

Issue 5: SSO Button Not Visible on Login Page

Possible Causes:

• SSO is not enabled for your subscription tier
• You're accessing an outdated login page

Solutions:

1. Verify your subscription tier supports SSO (Premium/Pro for Social Login, Enterprise for Enterprise SSO)
2. Clear your browser cache and refresh the login page
3. Contact BLAZE support to confirm SSO is enabled for your account

Issue 6: Multi-Factor Authentication (MFA) Not Working

Possible Causes:

• MFA is configured in your identity provider but not syncing with BLAZE
• Time-based codes are out of sync

Solutions:

1. Verify your device's time settings are accurate (MFA codes are time-sensitive)
2. If using Enterprise SSO, check your identity provider's MFA configuration
3. Contact your IT administrator or BLAZE support for assistance

Browser Compatibility

BLAZE SSO is supported on the following browsers:

• Google Chrome (latest version)
• Safari (latest version)
• Microsoft Edge (latest version)
• Firefox (latest version)

Note: Internet Explorer is not supported. If you're using an older browser, update to the latest version.

Still Having Issues?

If you've tried the solutions above and still can't log in:

1. Take a screenshot of any error messages you're seeing
2. Note the exact steps that lead to the error
3. Contact BLAZE support at support@blaze.me with:
   • Your BLAZE account email
   • The product you're trying to access (Retail Admin, POS, ECOM)
   • Whether you're using Social Login or Enterprise SSO
   • Screenshots and error details

• What is Single Sign-On (SSO) at BLAZE?
• How to Sign In with Social Login (Google or Microsoft)
• Understanding Enterprise SSO at BLAZE
• Why Can't I Use My Old Password to Log In?