Overview

Start with the exact point where sign-in stops. Password, email-code, company sign-in, and MFA problems have different fixes.

Never share a password, sign-in code, authenticator code, recovery code, or security-key detail with an administrator or FTE Tree Support.

Identify the symptom

Symptom Start here
Password is not accepted Reset the FTE Tree password or use the sign-in provider you normally use.
Email code does not arrive Confirm the email, wait briefly, check spam filtering, and request one new code.
Email code is expired Request a new code; each code lasts five minutes.
Microsoft, Google, or company sign-in fails Confirm you selected the intended account and ask your company identity administrator about provider access.
Authenticator code is rejected Check device time, use the current code, or use one saved recovery code.
Organization will not open after sign-in Use the company sign-in method required by that organization.
Verification repeats for every action Confirm the browser keeps the active session, then record the page and time for Support.

Check your account email

Use the email already verified on the account. Creating another account can separate you from invitations and organization memberships.

If you recently changed the email, the old address remains in use until you follow the verification link for the new address.

Password problems

  1. Select the password-reset option.
  2. Enter your verified account email.
  3. Use the newest reset email.
  4. Set a unique password.
  5. Return to sign-in.

If your password belongs to Microsoft, Google, Okta, or another provider, recover it through that provider instead.

Email-code problems

  1. Confirm the entered email is correct.
  2. Check spam, quarantine, and organization mail filtering.
  3. Wait briefly for delivery.
  4. Request one new code.
  5. Use only the newest code within five minutes.

Repeated requests can leave several messages in your inbox. Older codes are not the one to use.

MFA problems

For an authenticator:

  • Confirm the phone or device time is automatic and accurate.
  • Use the code for FTE Tree, not another account.
  • Wait for the next code if the current one is about to change.
  • Try one unused recovery code.

For a security key:

  • Use the key registered to this account.
  • Follow the browser prompt and allow the security-key interaction.
  • Try a supported browser and direct connection when applicable.

If you lost every MFA method and recovery code, follow Recover account access.

Company sign-in problems

An organization can require its own provider even when another method successfully signs you in to FTE Tree.

Check:

  1. You chose the organization’s company sign-in option.
  2. You selected the correct company account.
  3. Your company account is active.
  4. Your browser did not silently reuse a personal Microsoft or Google account.
  5. The organization administrator confirms the provider is active.

Your company identity administrator resolves password, MFA, and account-status problems owned by the provider.

Browser checks

  • Use a supported current browser.
  • Allow cookies and JavaScript.
  • Try a private window only as a diagnosis, then return to a normal trusted browser.
  • Disable an extension temporarily if it blocks sign-in redirects.
  • Avoid opening several competing sign-in tabs.

See Browser and system requirements.

When to contact Support

Include:

  • The account email.
  • The sign-in method selected.
  • The exact visible message.
  • The approximate time and time zone.
  • Whether regular sign-in or a protected action failed.
  • Browser and device type.

Do not include any secret code.