Troubleshooting EverTrue Log-In Errors

Logging in to EverTrue should be an easy process, but we are here to help if something goes awry! Below, we've compiled our go-to troubleshooting suggestions to ensure that you are able to get in quickly.

Troubleshooting General Log-In Issues

  • We recommend checking our status page to see if there are any site-wide issues that could be causing login errors. Look for the Login section on this page, as it will be updated whenever there is something that could be causing an issue for all users. 
  • If you are a new user and have just been invited to EverTrue platform, please be sure you've followed the steps outlined here to complete your initial account set up. You will not be able to log in unless you have accepted the invitation to join.

Troubleshooting Browser Log-In Issues

  • Sometimes issues are caused by an out-of-date web browser. Check out the list of our supported browsers to make sure you'll be able to run EverTrue optimally.
  • Occasionally your browser holds onto old session data or has corrupted data in its cache. This happens most often if you keep your browser open for long periods of times (exceeding a week without closing the browser) or if you keep several tabs open on your browser at once. To perform a hard refresh on your browser and clear this old data, press your keyboard's Ctrl and F5 buttons simultaneously, close the browser completely, and then reload. This should allow your web browser to reload the page fully.
  • If you are still unable to log in, try an Incognito window (if using Chrome) or Safe browsing window (if using Firefox). If you are able to log in without issue in the Incognito/Safe browsing window, this indicates that there is data that should be cleared from your browsing history. Please reach out to EverTrue Support with information regarding which of these steps you attempted and their results, and we will be happy to help you with your next steps.

Troubleshooting LinkedIn Log-In Issues

  • If you are attempting to log in using our LinkedIn authentication flow, you may receive a message such as LinkedIn Authentication Expired or LinkedIn Account Not Authorized. In these cases, log out of and close any other open sessions of LinkedIn found on your browser. Proceed to app.evertrue.com, enter your email address, and follow the LinkedIn authentication flow once again. 
  • Some SSO users have received a LinkedIn token has expired message. If you encounter this message, we need to reset your user's LinkedIn Token. To do this, please log in to LinkedIn in another window, log out fully, open app.evertrue.com in a new window, and attempt to log in again.
  • Because we use LinkedIn standard authentication for all EverTrue platform users, you should go to LinkedIn.com and follow the Forgot Password? flow found on their login page if you are requiring a new password. Once a new password has been created, you can log in to EverTrue using your new LinkedIn credentials.

For any other questions reach out to EverTrue Support at genius@evertrue.com.

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