Troubleshooting login and password issues
Updated
by
Leigh Hutchens
- Start with the basics
- If you're not receiving password or verification emails
- If you're using a one-time password
- If there are multiple profiles for one user
- If your email is used in more than one Quinyx account
- If you're logging in using SSO
- If you're using release candidate (RC) environment
- Using the wrong device?
- If you're being logged out unexpectedly
- Summary: quick checklist
- Still need help?
There are multiple ways to log in to Quinyx, and most of the time, it’s quick and easy. But if something doesn’t go as expected, don’t worry — this guide walks you through the most common login and password issues, with simple steps to help you get back into your account in no time.
Start with the basics
If you're having trouble logging in, here are a few quick things to check first:
- Check your email address: Make sure it’s spelled correctly and matches what’s saved in Quinyx.
- Check your password: If you're unsure, use the Forgot password option on the login screen to reset it.
- Check your email folders: Sometimes password reset or verification emails end up in your spam or junk folder.
- Locked account?: Too many failed login attempts can lock your account. In that case, your manager needs to unlock it.
If you're not receiving password or verification emails
If the system says it has sent you an email (for example, after using Forgot password) but nothing shows up:
- Double-check your spam or junk folder.
- Confirm the email address in your Quinyx profile is correct.
- Ask your company's IT team to make sure emails from Quinyx aren't being blocked.
If none of this works, your manager or Quinyx super user can follow up with our support team for further help.
If you're using a one-time password
Managers can sometimes provide a one-time password to help employees log in. If you're using one:
- Log in using the one-time password provided.
- Immediately follow the prompts to create a new personal password.
- This step is required — the one-time password only works once.
If you skip the password change, you won’t be able to log in next time.
If there are multiple profiles for one user
Sometimes, an employee may have more than one profile in Quinyx (for example, one active and one inactive). This can lead to login issues or emails being sent to the wrong address.
To avoid problems:
- Make sure your active profile has the correct, current email address.
- Your manager can update any inactive profile to use a placeholder or dummy email address to avoid conflicts.
If your email is used in more than one Quinyx account
If your email address is used in more than one Quinyx tenant (account), you might get stuck in a login loop — unable to access either one properly.
If you think this might be happening, talk to your Quinyx contact. They can confirm whether your email is being used in more than one account and help fix the issue.
If you're logging in using SSO
If your company uses Single Sign-On (SSO), you’ll log in to Quinyx using your regular company credentials instead of a separate password.
How to check if SSO is in use
You can check by going to Account settings and opening the OpenID providers or SAML providers section. If anything is configured there, your account likely uses SSO.
Having trouble logging in with SSO?
If login isn’t working and your company uses SSO, talk to your IT team first.
If you're using release candidate (RC) environment
The RC environment is a test version of Quinyx used to try out changes before they go live. It behaves a little differently than your regular account.
Things to know about the RC environment
- Password reset and verification emails don't work in RC.
- If you’re asked to verify your email after logging in, you’ll be stuck — because the email won’t come through.
- This often affects users who belong to multiple accounts or who are asked to verify after a test system update.
How to solve login issues in RC
- A manager or colleague with access can set a one-time password for you manually.
- If your company uses SSO, setting up SSO in the RC environment allows you to log in without needing a password reset at all.
Using the wrong device?
If you're logging in on a computer but open the verification email on your phone (or vice versa), you may run into issues.
If you're being logged out unexpectedly
If you're getting signed out of Quinyx more often than expected, it could be due to your account’s timeout settings.
Your manager can check the automatic logout setting in your group’s advanced settings and update it if needed.
Summary: quick checklist
Problem | What to try |
Forgot your password | Use Forgot password > Check your inbox (and spam) |
Didn't receive reset email | Confirm your email > Check spam > Ask IT to unblock Quinyx emails |
Locked out | Ask your manager to unlock your account |
One-time password issues | Make sure to change your password right after logging in |
Using multiple profiles | Use the correct (active) profile with your real email |
SSO not working | Check with your IT team > Follow our SSO guide |
RC environment issues | Use a one-time password or set up SSO in RC |
Still need help?
If you’ve tried all the steps above and still can’t log in, please contact your Quinyx administrator or manager for support. They can help troubleshoot the issue or get in touch with our support team on your behalf.
