Your data's security is one of our top priorities at BlueTally, so we do a lot to ensure that your account remains secure. However, sometimes the extra measures of security can mean logging into your account requires more steps than your standard streaming service, so this guide will address potential obstacles you may face and how to troubleshoot them if they appear.
Locked Account
After ten unsuccessful login attempts, our system will lock your account for security purposes. If you see a message like the one in the screenshot below, you'll know your account has been locked.
Should this happen, feel free to reach out to our customer support team either through the Intercom widget chat feature or by emailing [email protected]. Customer support will be able to investigate the situation further and unlock your account for you if needed.
IMPORTANT NOTE: Please be mindful that our customer support team is usually only available to answer messages and emails between 9 am and 5 pm EST. They do their best to respond to all messages within one business day or faster, but if you send a message outside of these hours, our team may not be able to unlock your account right away.
Because your account can be locked after too many failed attempts, we recommend trying some additional troubleshooting measures after your second or third unsuccessful attempt to log in. Another issue may be in play to prevent you from logging in, so rather than burning through all ten of your available attempts, you should explore other options to address the problem. Read through the remaining scenarios below to learn more.
Incorrect Password
If you're logging in with your email and a password, there's always the possibility that you entered it incorrectly or forgot the password entirely.
After the first failed attempt, we certainly recommend that you double-check both your email and password for any typos or other errors that may have resulted in entering the information incorrectly. However, if you are still experiencing this error message after your second or third attempt, we recommend resetting your password.
You can reset your password by clicking on the "Forgot your password?" link found below the blue "Sign In" button.
This will redirect you to the Reset Password page, shown below:
You'll then enter the email address associated with your BlueTally account and click Submit.
After clicking "Submit", you'll be brought back to the main BlueTally login page, only now you will see a green message box at the top letting you know that a reset password link has been sent to your email.
This email will be sent from [email protected] with the subject line "Reset Password Instructions".
Be sure to whitelist this address if you haven't already, and if you don't receive the email after a few minutes, be sure to check any spam folder or other place where unexpected messages could be filtered.
When you receive the email, click the hyperlinked text "Change my password".
This will redirect you to the Reset Password page.
Enter your new password into the first field, while making sure that it meets all the requirements listed (8+ characters with 1 uppercase, 1 lowercase, 1 digit, and 1 special character), then retype the same password into the second field. If you use a password manager, you can allow it to fill in these fields for you.
Then click "Save new password".
If your new password was accepted and changed successfully, you'll be redirected to the main sign-in page with a green message box confirming the change was successful.
However, if your password does not work for any reason, you will receive an error message that tells you what went wrong.
If you did not meet the necessary criteria for the password:
If your passwords don't match:
Follow the instructions in whichever message you receive to ensure you can change your password successfully.
If you are still unable to log in after resetting your password
If you are still unable to log in after resetting and confirming you have the right password, your organization may have set up 2FA or SSO. This requires different methods to log in properly, as well as other factors to troubleshoot.
We encourage you to reach out to a colleague or administrator on your team or speak to someone on our customer support team to confirm if 2FA or SSO may be required for you to log in. Depending on your situation, you can navigate to either of the following sections below to troubleshoot further:
Logging in with 2FA
BlueTally offers 2-Factor Authentication for any account that doesn't have SSO configured. If your organization has enabled 2FA please make sure to include the corresponding 6-digit code from your authenticator app when logging in.
If you continue to experience failed login attempts after resetting your password, we recommend you reach out to either an administrator on your team or our customer support team to confirm whether or not 2FA is enabled on your account. Remember, you only get a total of 10 unsuccessful login attempts before your account is locked, at which point, you'll be required to contact our support team anyway, so it's better to reach out to us or knowledgeable co-workers before that happens.
Reaching out to an admin on your team to verify 2FA
If you are the administrator on your BlueTally account and a colleague reaches out to ask you if 2FA is enabled for them, this section is for you. You can confirm if the account user has 2FA active by visiting the appropriate section of the Settings page in your BlueTally account.
First, navigate to the Account Users section. You can do this either by scrolling down to it manually or by selecting "Account Users" from the navigation column on the left. In either case, you'll find it between Custom Fields and Password.
Click the blue "View Account Users" button.
Check the Reset 2FA column. If the refresh icon in the row of your colleague's name is clickable and not grayed out, it means that this user has 2FA enabled. You can click the icon to reset it for them and allow them to log in without it.
Once you've clicked this, the user's 2FA will be reset and disabled, which will allow the user to log in with just their email and password. The user can then re-enable 2FA if necessary.
Reaching out to our customer support team
It's possible that there may not be someone else from your team who can log in and reset your 2FA for you. Thankfully, you can reach out to our customer support team via chat on the Intercom widget or by emailing [email protected]. Our team can investigate and confirm whether or not 2FA is enabled.
If 2FA is enabled, then our team will let you know and provide instructions on how to reset your 2FA.
Logging in via SSO
You or your organization may have enabled Single Sign-On with your BlueTally account. This means you can sign on through your identity provider and won't have to enter a password or undergo 2-factor authentication.
To log in via SSO, first click the blue "Sign in with SSO" button on our main sign-in page.
This will direct you to our SSO-specific sign-in page, which will prompt you to enter your email address.
Enter your email and click "Continue".
If you can't log in via SSO, you'll see an error message explaining why. More than likely, SSO has not been configured for your email address or your organization's email domain altogether.
In either case, you can reach out to an administrator within your organization who may have more information, consult our SSO Knowledge Base guide titled "How does the Single Sign-On (SSO) integration work?", or contact our customer support team at [email protected] for additional assistance.
If you choose to contact our customer support team, please be sure to provide details and screenshots of what you've experienced. This will help them get a clearer idea of your situation faster, which can sometimes lead to a faster resolution.