What can I do as an application manager when a user is unable to log in?
If a user encounters issues with logging into Spend Cloud and reaches out to you, as an application administrator, can take the following steps depending on your organization's login method:
Depending on your organization's choice, users can log in to Spend Cloud in two ways:
- Single Sign-On (SSO): Users don't need to enter a username and password.
- Using Username and Password: Users enter their username and password on the Spend Cloud login page.
For help with logging in using the app, scroll down within this article.
Logging in with Username and Password
If a user is having trouble logging in with their username and password, we advise you to check the following points:
Correct Spend Cloud Environment:
Is the user logging in to the correct Spend Cloud environment? To access the login screen, they should type "organizationname.spend.cloud." The organization name should be your unique environment name. If the user found Spend Cloud through Google, they might have landed on the wrong URL and won't be able to log in. Clicking "Forgot Password" won't send an email in this case.
Requesting a New Password:
- See the point above.
- Is the user requesting a new password to the email address registered with their Spend Cloud account?
- Did the password reset email end up in the SPAM folder?
Blocked Users
In this section, you will see employees who are temporarily blocked from logging in. Employees are temporarily blocked after a number* of failed login attempts. A temporary block lasts 15 minutes and expires automatically after this time. As an administrator, you can lift the employee block prematurely here. If an employee thinks they are blocked but is not listed here, you can check the logbook to see when the employee was blocked. If the first notification of the block was more than 15 minutes ago, the block has already been automatically lifted. You can find the logbook in the menu item Application Management / Organization / Logbook.
Typically, the number of failed attempts is 5 before an employee is temporarily blocked. You can check this number within the general configuration settings of your Spend Cloud environment.
You can check the Logbook to see why an employee was blocked.
Logging in with Single Sign-On (SSO):
When navigating to Spend Cloud, it calls upon your server. Your Active Directory is checked to see if the login details match. It's important that the login details registered with the user in Spend Cloud match those in the Active Directory. We recommend checking this, possibly in consultation with your IT department. If this has been confirmed but the problem persists, contact our Support team.
SSO involves technical aspects that your organization's IT department is likely more knowledgeable about. In cases of failed login attempts, we suggest consulting your own IT department before contacting our Support team. More information about using SSO can be found here.
Common Error Messages When Logging in with Single Sign-On
- Error Message: The key field for user data in the auth-response is not correctly linked in the client configuration
Possible Cause: In the configuration of your Spend Cloud environment, a field is specified to check if the logging-in user has a profile in Spend Cloud. This field is incorrectly configured, or no data is received based on this field.
Possible Solution: Contact the support department (applicable to application administrators only).
- Error Message: Your administrator has configured the application "Spend Cloud Name" to block users unless they are specifically granted access to the application.
Possible Cause: The user attempting to log in is not associated with a user group that has access to Spend Cloud via this username or email address.
Possible Solution: Contact the administrator of your Single Sign-On environment and ensure that the user is added to the correct user group that has access to Spend Cloud, or grant the linked user group access to Spend Cloud.
- Error Message: Selected user account does not exist in tenant 'Single Sign-On environment description' and cannot access the application (Spend Cloud) in that tenant.
Possible Cause: The user attempting to log in does not have an account with access to the relevant SSO environment linked to Spend Cloud.
Possible Solution: Contact the administrator of your Single Sign-On environment and ensure that the user has an account that can access the tenant linked to Spend Cloud.
- Error Message: The user was found in Spend Cloud via SSO credentials but is deleted or inactive.
Possible Cause: The user’s profile in Spend Cloud is deleted or inactive.
Possible Solution: Check whether the user’s account in Spend Cloud is deleted or inactive and (re)activate it. If you use employee imports, verify whether the data in the source file matches that in Spend Cloud. Note that if the username changes, a new profile will be created in Spend Cloud. Ensure you manually update the username in Spend Cloud before making such changes.
Logging into the App:
If a user is having trouble logging into the Spend Cloud app, advise them to thoroughly read this article first. In most cases, login issues arise due to missing steps mentioned in the article. If the employee is still struggling, ask application administrators to perform the steps together with the user before reaching out to the Support team.
In the knowledge base, users can manually search for "logging into the app" to find all relevant articles.
Also, verify with the user that they are using the correct environment name. Additionally, we recommend checking if there's an update available for our app in the Play Store (for Android devices) or the Apple Store (iPhones).
Related Articles
Log of active employees
When an employee logs into Spend Cloud, it is recorded in the Logbook. Here, you can view any error messages during login and check which employees are logging into Spend Cloud. You can find the logbook under Application Management / Organization / ...Administrator information on the dashboard
By clicking on the Spend Cloud logo in the top-left corner of the blue bar, you access your personal dashboard. If you are an (module) administrator of one or more modules, you will also see administrator information on your dashboard. You only see ...Adding and managing ledgers and the encoding matrix
In the menu section 'Ledger', you'll find an overview of all general ledger accounts. Here, you can also add new accounts and modify data. Adding General Ledger Accounts At the top of the general ledger account overview, you'll find the 'Add' button. ...The application of G-accounts
In Spend Cloud, it is possible to use G-accounts for creditors and invoices. If the G-account functionality is enabled for your Spend Cloud environment, you can set up a G-account and a percentage for a creditor. For an invoice from this creditor, ...Adding or edit an Administration
In the menu section 'Administrations', you can add a new administration or remove an administration, as well as view or edit the details of existing administrations. Adding an administration You can add a new administration by clicking on 'Add' at ...