Cannot Log In or Account Locked

Symptom

You cannot sign in to Nexxis, receive an "Account locked" message, or your SSO login redirects with an error.

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Common Causes & Fixes

Wrong Email or Password

Fix: Click Forgot Password on the login page to reset via email.

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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.

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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:

1. Ask your Nexxis Organisation Admin to check Settings → Team for your account
2. Ensure the email in your SSO provider matches the email in Nexxis
3. If needed, the admin can resend your invitation

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SSO Error: "Invalid SAML response"

Fix:

1. Your admin should go to Settings → SSO → Test Configuration
2. Check that the Entity ID and ACS URL are correctly configured in your IdP
3. Ensure the signing certificate hasn't expired

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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.

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MFA Issues

If you've lost access to your MFA device:

1. Contact your Organisation Admin — they can reset your MFA
2. If you are the only admin, contact support@nexxis.co.nz with account verification

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Account Deactivated?

Contact your Organisation Owner. Only they can reactivate deactivated accounts.