Sign In Errors and What they Mean

There are many errors a Hi Marley user could receive upon logging into the application through Okta when something is wrong... 

1.  OAuthError

Possible Reasons

• A Hi Marley server is down, or has timed out upon this request
• A user's information is configured incorrectly

How to resolve

• Reach out to Hi Marley support by emailing [e-mail] and let them know you have experienced an "OAuthError" 

2. Invalid ID Match 

Possible Reasons

• There's a discrepancy in the user's identity within Hi Marley's database, Okta or the Insurance Agency's database

How to Resolve

• Reach out to Hi Marley support ([e-mail]) and ask to confirm user's correct identity information because you're receiving the "Invalid ID Match error"

3. Unable to Sign In 

Possible Reasons

• Your username or password is incorrect 
• There are whitelisting/blacklisting rules that are blocking your login 
• Your user credentials are locked 
• The OAuth login token has expired. Okta puts a token on this page. If you let it sit for a while (around a day it seems) the token expires and even with valid credentials, this error will show. A simple refresh should do the trick. 
• Your email format is incorrect or not supported 
  • Please note, emails containing an apostrophe (') are not supported

How to Resolve

• Double check your email and password 
• Reach out to Hi Marley support ([e-mail]) and tell them you're receiving the "Unable to Sign In Error"

4. Error Code 400 

Possible Reasons

• Incorrect Password
• User was given a temporary password which has expired
• User click on an activation link which has expired
• User navigated directly to login.himarley.com to log in, rather than chat.marley.ai
• User navigated to chat.marley.ai and sat on the page for an extended amount of time before trying to log in (session expired)

How to Resolve

• Open a new Google Chrome tab or browser, go directly to chat.marley.ai and log in immediately 
• Email [e-mail] and let us know you're receiving a 400 error
• Request password reset from [e-mail]