<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=691116991096043&amp;ev=PageView&amp;noscript=1">
Skip to content
  • There are no suggestions because the search field is empty.

Troubleshoot Login and Access Issues

This article covers common reasons you may be unable to access Gatekeeper and provides steps to resolve login issues.

 Estimated Read Time: 5 Minutes

Sections in this article: 

If you are unable to access Gatekeeper, the cause typically falls into one of the following categories:

  • Password issue: your password is incorrect, or your account is locked after failed attempts.
  • SSO issue: your organisation uses Single Sign-On and the SSO connection is not working.
  • Invitation issue: you are a new user, and your invitation link has expired or was not received.

  • Browser or network issue: your browser settings, network configuration, or cached data is preventing access.

Before following the specific sections below, try these general steps first:

  • Clear your browser cache and cookies, then close and reopen your browser.
  • Try logging in using a private or incognito browser window.
  • Try a different browser or device.

  • Confirm your organisation has configured the firewall allow list to ensure Gatekeeper is not blocked by your browser or network. 

Note:

  • If you are receiving a specific error code, see Troubleshoot a 403 Error or Troubleshoot a 404 Error for targeted steps.

  • If you are a vendor user (i.e. a prospect/partner of the organisation who uses Gatekeeper) experiencing issues, please reach out to your main point of contact at the customer organisation.

Resolve Password Issues

If you have forgotten your password or it is no longer working:

  1. Navigate to the Gatekeeper login page and enter your email.
  2. Click Login, then click Forgot Password.
  3. Enter the email address associated with your Gatekeeper account and submit the form.
  4. Check your inbox for an email from Gatekeeper containing a password reset link. If you do not see it, check your spam or junk folder.
  5. Click the link and set a new password.

If you do not receive the reset email:

  • Confirm you are entering the same email address that was used to create your Gatekeeper account.
  • Check whether your organisation uses SSO. If SSO is enabled, you may not have a Gatekeeper password. See the Resolve SSO Issues section below.
  • Contact your Gatekeeper Administrator to verify your account is active and your email address is correct.

Note: For security, your account is automatically locked after 5 failed login attempts. Gatekeeper will send an unlock link to your registered email address. Click this to regain access, or wait one hour and try again with the correct credentials.

Resolve SSO Issues

If attempting to log in with one of the SSO options results in an error or loops back to the login screen:

  • Confirm you are using the correct email address.
  • Confirm that your SSO email domain matches the domain configured in Gatekeeper. If it does not, for example, after a company rebrand or acquisition, your Gatekeeper administrator needs to update your email address before SSO login will work.
  •  If the issue persists, contact your Gatekeeper administrator to verify the SSO configuration .

Note: SSO connections use security certificates that expire periodically. If the SSO certificate has expired, users across your organisation will be unable to log in via SSO. To resolve this, an administrator must generate a new certificate in the chosen identity provider, then update the certificate in Gatekeeper.

Resolve Invitation Issues

If you are a new user and cannot access Gatekeeper:

  • Check that the invitation email has not gone to your spam or junk folder.
  • Confirm you are clicking the link from the original invitation email. Forwarded invitation links may not work.
  • Invitation links expire after 24 hours. If the invitation link has expired, click Forgot Password? to finish setting up your account, or ask your Gatekeeper administrator to resend the invitation from your user profile.

Resolve Browser and Network Issues

  • If you are logged out unexpectedly, your session may have timed out due to inactivity. Log in again to continue. If you are repeatedly logged out while actively using Gatekeeper, try clearing your browser cache and cookies.

  • If your browser displays a security certificate warning when attempting to access Gatekeeper, it may be due to your organisation's firewall or network configuration. Confirm your organisation has configured the firewall allow list to ensure Gatekeeper is not blocked by your browser or network. 

If you still experience an issue after trying the above suggestions, please send the support team a ticket with the relevant details.