Login and registration errors – SoSafe Support

Various circumstances can lead to errors when logging in or registering. We have collected instructions for the most common reasons below. In some rare circumstances, it is also possible that our systems are malfunctioning. Check https://status.sosafe.de/ if this article hasn’t been able to help you out, or reach out to our support team.

Login errors

Incorrect email or password / Password invalid

Error dialog with a red cross icon, reading An error has occured and Incorrect email or password, above a Close button.

The same error dialog, showing Password invalid as the message instead.

This error is also shown if you are trying to use a password while your organization uses a form of single sign-on such as Microsoft, SAML or Google SSO. We recommend trying these options if the email and password method is not working for you.

Make sure that you are using the correct email address and password. If you use the wrong email address or password - or if your organization uses a single sign-on option - you will receive one of the errors below. If you have forgotten your password or would like to reset it for security reasons, follow the instructions here: I have forgotten my e-learning password

Your account has not been activated yet

After registration, you need to activate your account. Once you finish registering, you should receive an activation email. Please follow the instructions in that email to activate your account. If you cannot find the email in your inbox, please check your Spam and/or Junk folder.

To re-send the activation mail, follow the steps described here: I can't find my activation email

Error dialog with a red cross icon, reading An error has occured and Your account has not been activated yet, above a Close button.

Your e-learning is currently unavailable

If you get this error, it means that the E-Learning has been stopped/paused on purpose or has ended.

Please contact the responsible person in your company or your IT helpdesk for further details.

Error dialog reading Your e-learning is currently unavailable, with a note to contact your organization IT or security team, a Learn more about login and registration errors link, and a Close button.

Login button is grayed out

If the Login button is grayed out, that means the email address that was entered is not valid. In the example shown here, the top-level domain is missing. Another error could be a missing @ sign.

Please enter a valid email address to proceed.

Login form with the Business email address or access code field showing an incomplete email address missing its domain ending, a filled Password field, a Forgot your password link, and a grayed-out Login button.

Making sure you’re registered

If you attempt to log in before completing your registration, you may encounter issues. If you haven't registered yet, please follow the relevant instructions below:

How to register for the e-learning platform

How to register for the e-learning platform using Single Sign-on (SSO)

Registration errors

Email address not found

This error means you have not been added to the E-Learning campaign yet. User management is handled by your employer.

Please contact the responsible person in your company or your IT Helpdesk to get added to the E-Learning.

Error dialog with a red cross icon, reading Email address not found, explaining that the organization has not added the email address yet, above a Learn more about login and registration errors link and a Close button.

Next button is grayed out

If the Next button is grayed out, that means the email address that was entered is not valid. In the example shown here, the top-level domain is missing. Another error could be a missing @ sign.