Cannot Log In or Account Locked
Resolve login failures, SSO configuration errors, and account lockout issues.
Symptom
You cannot sign in to Nexxis, receive an "Account locked" message, or your SSO login redirects with an error.
Common Causes & Fixes
Wrong Email or Password
Fix: Click Forgot Password on the login page to reset via email.
Account Locked (Too Many Failed Attempts)
After 10 failed login attempts, accounts are locked for 30 minutes.
Fix: Wait 30 minutes, then try again. If you've forgotten your password, use Forgot Password instead of retrying.
SSO Error: "User not found in directory"
Your SSO provider authenticated you but your Nexxis account wasn't found or was provisioned with a different email.
Fix:
- Ask your Nexxis Organisation Admin to check Settings → Team for your account
- Ensure the email in your SSO provider matches the email in Nexxis
- If needed, the admin can resend your invitation
SSO Error: "Invalid SAML response"
Fix:
- Your admin should go to Settings → SSO → Test Configuration
- Check that the Entity ID and ACS URL are correctly configured in your IdP
- Ensure the signing certificate hasn't expired
Google Sign-In Fails
If your organisation enforces SSO, personal Google accounts will be blocked.
Fix: Use your organisation SSO provider, or contact your admin to whitelist your account.
MFA Issues
If you've lost access to your MFA device:
- Contact your Organisation Admin — they can reset your MFA
- If you are the only admin, contact support@nexxis.co.nz with account verification
Account Deactivated?
Contact your Organisation Owner. Only they can reactivate deactivated accounts.