Common Login Issues

I can't log in to Marley

Common causes

• Incorrect username or password

• User account is deactivated

• User was recently created and setup is not yet complete

• Browser cache or saved credentials are causing issues

How to troubleshoot

1. Verify that the username and password are correct.

2. Try using the password reset option if available.

3. Clear browser cache and cookies or try an incognito/private browsing window.

4. Confirm that the account is active.

5. If the user was recently created, verify that onboarding and account setup have completed successfully.

Password Resets

If your company does not use SSO you will be prompted for a password at the initial login page of the webapp. As an example it will look like the below if your company does not use SSO. If you reach this screen Support can reset your password for you. 

If you enter your email at the Hi Marley login page then you get redirected to a different page your company uses SSO and will need your IT team to reset your password for you. As Support does not manage your password. 

As an example, here's how it looks for us when we sign into the webapp and are redirected to our SSO page. 

Information to provide Support when further assistance is needed

• User's email address or username

• Screenshot of any error message

• Approximate time the issue occurred

• Steps already attempted

Niche Instances

• JWT Error

  • How to Fix: Check with your IT team to have your computer’s time corrected to the appropriate time zone

• Various SSO errors such as access is not yet granted or account is not being provisioned upon first login

  • Send the error you’re receiving to Support to determine if the issue is either on the your side or something Support can assist with.

User Reactivation

What is user reactivation?

User reactivation restores access for a previously deactivated account.

Common scenarios

• Employee returns to the organization

• Account was deactivated accidentally

• Temporary suspension has ended

Locked Out

• If you input your password incorrectly too many times you will be locked out. Please reach out to our Support team as they can unlock your account.

New User / Unique ID Questions

What is a Unique ID?

A Unique ID identifies a user and prevents duplicate records.

Common issues

• Duplicate user errors

• Existing inactive accounts

• Incorrect user associations

Troubleshooting

1. Verify the Unique ID.

2. Search for existing active or inactive users.

3. Consider reactivation if a matching inactive account exists.