Login issues

If you can’t sign in, work through the checks below in order.

”Invalid email or password”

You got the password wrong, or the email isn’t recognised.

Try:

1. Re-check the email. Use the address your administrator sent the invite to. Common gotcha: signing up with name@gmail.com when your work email is name@company.com.
2. Re-check the password. Caps lock? Leading or trailing space from copying? Wisteria passwords are case-sensitive.
3. Forgot password. Tap Forgot password on /login. A reset link arrives via email.
4. Ask your administrator. They can confirm your account exists and resend the invite.

”Your account is deactivated”

Your administrator deactivated your account.

Try:

• Ask your administrator. Reactivation is one click from their end.
• If you’re testing and got deactivated in the process, ask any super_admin to reactivate you.

”Account not found”

The email isn’t in any Wisteria workspace.

Try:

• Confirm with your administrator that they created your account.
• If you just received the welcome email, the account exists — try refreshing and re-entering credentials. Sometimes there’s a brief lag after creation.

Welcome email never arrived

If you were told you’d been invited but no email arrived:

Try:

1. Check spam. Search for noreply@getwisteria.com.
2. Wait 5 minutes. Email can take a few minutes during high-traffic periods.
3. Ask your administrator to resend. From the Users page, they can click your row → Resend invite. A fresh temporary password is generated.
4. Whitelist noreply@getwisteria.com with your IT team. Some corporate spam filters block first-time senders aggressively.

Forgot password reset link doesn’t work

The link in the email expired (one hour after sending) or was already used.

Try:

• Request a new reset link from /login → Forgot password.
• Use the link within an hour.
• Don’t click the link multiple times — each click consumes it; use only the latest copy.

”Temporary password already used”

You signed in once with the temporary password, but didn’t complete setting a real one. The temp is single-use.

Try:

• If you have access: sign in again — wait, you can’t, the temp is consumed. So you need a new invite.
• Ask your administrator to resend the invite from the Users page.

”Set password” loop

You set a password but Wisteria keeps sending you back to /set-password.

Try:

• Refresh with Cmd+Shift+R (hard refresh) to clear cached state.
• Sign out fully and sign back in.
• If the loop persists, file a bug — there may be a Supabase Auth issue.

Two-factor authentication

Wisteria doesn’t currently require 2FA on its sign-in. If you want it:

• For SSO — talk to your administrator about connecting Wisteria to your SSO provider (currently roadmap; tell us if it’s blocking).
• For username/password — TOTP-based 2FA is on the roadmap.

For now, your password is your only credential. Use a long, unique one.

Mobile sign-in issues

If the sign-in page is broken on your phone:

• Refresh.
• Clear browser cache. Sometimes outdated assets break the page.
• Try a different browser — Wisteria works in Safari (iOS), Chrome (everywhere), Edge. If one is broken, try another.

”Session expired”

Your JWT token expired (lifetime 1 hour). You need to sign in again.

Try:

• Sign back in. Wisteria refreshes the session.
• If sessions consistently expire mid-task, file a bug — token refresh should happen seamlessly without forcing re-sign-in.

Sign-in works but admin console shows “Open on desktop”

You’re an admin (super_admin / content_manager / trainer / auditor) signed in on a phone or tablet. The admin console is desktop-only by design.

Try:

• Open on desktop — the gate page links the right URL.
• Continue anyway — escape hatch if you really need to. Some pages will be uncomfortable.
• Open the learner app — if you have learner assignments alongside your admin role.

See Signing in for the first time for the rationale.

Sign-in works but admin home is blank

Something failed to load after sign-in. Common causes:

• Network blip. Refresh.
• Cached state issue. Sign out, clear cookies for getwisteria.com, sign back in.
• Application bug. File a report with what page is blank.

Still stuck

Email support@getwisteria.com with:

• Your email address
• A screenshot of the error (if any)
• What you tried already
• Whether other people in your workspace can sign in (rules out workspace-wide outages)

We respond within a business day; faster for outages affecting multiple users.