I can't sign in
Credentials rejected, too many attempts, two-factor code refused, SSO failing, repeated sign-outs.
Find the message you see on screen in the table below.
| What you see | Likely cause | What to do |
|---|---|---|
| Invalid credentials | Wrong address or password, or no such account | Check the address. If it is right, ask an administrator in your organisation to reset your password |
| Refusal with a waiting time | 5 attempts in 15 minutes | Wait until the time shown has passed |
| 6-digit code refused | The phone's clock is off, or you are reading the wrong entry in the app | Set the phone to automatic time and make sure you are reading the FirstSI entry |
| No phone any more | Use a backup code; failing that, an administrator can reset your two-factor authentication. See I lost my phone | |
| Your email domain is not allowed (SSO) | Your domain is not in the declared list | Ask the administrator to add it (Customer security) |
| User not found (SSO) | No FirstSI account, and automatic creation is turned off | Ask the administrator to create your account |
| Your account is disabled | An administrator has disabled your account | Contact an administrator in your organisation |
| No SSO button | SSO is not set up for your organisation, or the address you typed is not one of its domains | Check the address you entered |
I keep getting signed out
Most often, your organisation enforces sign-out after inactivity. A warning appears a minute beforehand: click Stay signed in. A screen that refreshes on its own does not count as activity.
Changing your password or role, or a reset by an administrator, also closes all your sessions. One last possibility: the browser is blocking the site's cookies. Allow them for the console's address.
The screen stays blank
Reload the page while clearing the cache (Ctrl+Shift+R). If nothing changes, try another up-to-date browser (Edge, Chrome, Firefox) and let your administrator know.
Source: · FirstSI Docs · updated 2026-10-10