Troubleshoot common login issues and learn how to resolve problems with authentication:

Incorrect credentials

If you’re seeing an error message when attempting to log in, first verify that you’re entering the correct email address and password. Password fields are case-sensitive, so ensure your caps lock is off and check for any extra spaces.

If you’ve forgotten your password, use the “Forgot password” link on the login page to initiate a password reset.

Account not found

If you receive a message indicating that no account exists with your email address, you may need to create a new account or verify that you’re using the correct email address associated with your account.

Account locked or suspended

After multiple failed login attempts, your account may be temporarily locked for security purposes. Wait 15-30 minutes before trying again, or contact support if you need immediate access.

Not receiving email login codes

If you’re using email login and aren’t receiving your login code, follow these troubleshooting steps:

Check your spam or junk folder

Email login codes and verification emails may occasionally be filtered by your email provider. Check your spam, junk, or promotions folder for emails from your application’s domain or from no-reply@usehall.com.

If you find the email in spam, mark it as “Not spam” to help ensure future emails reach your inbox.

Verify your email address

Double-check that you entered your email address correctly when requesting the login code. A simple typo will prevent the email from reaching you.

Wait a few minutes

Email delivery can sometimes be delayed due to:

• Email provider security scanning
• High server load
• Spam filter processing

Wait 5-10 minutes before requesting a new code. If your email provider uses Enhanced Pre-delivery Message Scanning (common with Google Workspace), emails may take longer to arrive.

Request a new code

If more than 10 minutes have passed and you still haven’t received the email:

1. Return to the login page
2. Request a new login code
3. Check both your inbox and spam folder

Note that previous codes may expire once a new code is requested.

Check your email provider settings

Some email providers or IT departments implement strict filtering rules that may block authentication emails. If you’re using a work email address, your organization’s security policies might be preventing delivery.

For work email accounts:

• Contact your IT department and ask them to whitelist emails from your application’s domain
• Request that they allow emails from em7237.usehall.com or *.usehall.com if applicable
• Ask if any security rules are blocking automated emails

For personal email accounts:

• Review your email filtering rules and disable any that might block automated messages
• Ensure your inbox isn’t full
• Check if your email provider has a separate tab for automated emails (like Gmail’s Promotions tab)

Try an alternative email address

If possible, try logging in with a different email address associated with your account, or create a new account using an email from a different provider to rule out email-specific issues.

Browser and connectivity issues

Clear your browser cache and cookies

Corrupted cache or cookies can interfere with the login process:

1. Clear your browser’s cache and cookies for the application’s website
2. Close and restart your browser
3. Attempt to log in again

Try a different browser or device

If the issue persists, try accessing the application from:

• A different web browser (Chrome, Firefox, Safari, Edge)
• An incognito or private browsing window
• A different device (phone, tablet, or computer)

This helps determine if the issue is browser-specific or account-related.

Check your internet connection

Ensure you have a stable internet connection. Intermittent connectivity can cause login requests to fail or timeout.

Two-factor authentication issues

If you have two-factor authentication (2FA) enabled and cannot access your authentication method:

• Check that your authenticator app’s time settings are synchronized
• Use backup codes if you previously saved them
• Contact support to disable 2FA if you’ve lost access to your authentication device

Single Sign-On (SSO) issues

If you’re logging in through your organization’s SSO provider:

• Verify you’re using the correct SSO login URL
• Ensure you’re logged into your organization’s identity provider
• Contact your organization’s IT administrator if you receive SSO-related errors
• Clear your browser cache and try again if you’re redirected in a loop

Still having trouble?

If you’ve tried all the troubleshooting steps above and still cannot log in:

1. Check the status page: Visit our status page to see if there are any known issues affecting authentication
2. Contact support: Reach out to the support team with the following information:
   • Your email address
   • The specific error message you’re seeing (include a screenshot if possible)
   • What troubleshooting steps you’ve already tried
   • Your browser and operating system version
   • Whether the issue is happening on multiple devices

The support team can investigate account-specific issues and provide additional assistance.