Employee cannot login
Hi,
We have an employee who cannot log into Bridge. We try to reset the password still cannot log in. What should I do?
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Comments
5 comments
Hi Carol,
There are several things that could be causing this. It might be best to put in a ticket to support. You can do this through the Help area in Bridge or up by our profile area in this community. You can also track it here in the community. I have outlined a couple of things that might be causing this below.
1. If your company uses single sign-on (SSO) and employees use the same username and password for all company accounts, it could be an issue with that employee's SSO. You can't change their password in Bridge if it is housed in an SSO system. They would need to change their account password through your system. Your company IT group might be able to help with that.
2. I have seen times where someone has their password saved in the browser as well so even after they update it, they will be using the old one because it loads automatically. I recommend never saving passwords in the browser. It's definitely not safe on a shared device!
3. The user could be using the wrong username. Make sure that if your company uses what we call a "short name" (like skylesa or askyles for me) that the employee is entering that correctly. I have seen people try to enter their whole email address instead of just the short name (skylesa@mycompany.com), when their user ID should just be a short name.
Hopefully this is helpful.
Kindly,
Amy
Hi Carol! Sorry for the delay! Depending on your support level package, the learner or the Bridge Admin can reach out to Bridge support to help troubleshoot and resolve this issue. They can be reached 24/7/365 by phone, chat or email. Access Bridge Support via the question mark icon at the bottom of your Bridge menu:
Hey Carol Chang,
I just wanted to check in and see if the issue was resolved or if you needed any additional assistance.
Off the back of this we dont use SSO but our users for other applications are used to using their email address as their username. We opted with Bridge to have all usernames the same i.e a.jones.
Is there a way that when they enter the wrong login details the system tells them that its either their username or password rather than currently where it flashed up with "your username or password didnt work"
Hi Trip Sood,
Currently, Bridge doesn't display specifically which piece of information was entered incorrectly. I don't know for sure, and I'm not a security expert, but my hunch is that this is done intentionally so it isn't easy for someone to figure out by process of elimination what are valid usernames for authenticating.
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