If you cannot sign in, the cause is usually an account, password, SSO, or verification issue. Work through the steps below before contacting support.
Confirm the email address you used matches the account your administrator created
Try the right sign-in method (Google, Microsoft, or email and password)
If your organisation uses SSO through a different provider (for example, Okta), the email-based flow should redirect you
Complete the verification step (Cloudflare check) on the login page
If you have MFA enabled, make sure your authenticator app or device is available
Step 1: Check your sign-in method
ReFresh offers three default sign-in methods:
Continue with Google: uses your Google Workspace account
Continue with Microsoft: uses your Microsoft Entra ID (formerly Azure AD) account
Email and password
If your organisation uses SSO through Google or Microsoft, you must use the matching button. Using email and password with a Google-only account does not work.
If your organisation uses Okta or another SSO provider, enter your email; ReFresh should redirect you to your provider.
Step 2: Confirm your account exists
Check with your administrator that:
An account has been created with your work email
The account is active (not deactivated)
Your role has been set
If you were invited but have not accepted yet, find the invitation email from app.refresh.tech and click the sign-in link.
Step 3: Reset your password
If you sign in with email and password and have forgotten your password:
Go to app.refresh.tech.
Click Forgot password? below the password field.
Enter your email.
Follow the link in the password reset email.
If the reset email does not arrive, check your spam folder. If still missing, ask your administrator to verify your email is correctly registered.
Step 4: Check the verification step
The login page shows a Cloudflare verification step before the Sign in button is enabled. If the verification has not completed:
Wait a few seconds
Refresh the page
Try a different browser if it persists
Step 5: MFA issues
If you have MFA enabled and cannot complete the second factor:
Check the time on your phone is correct (authenticator codes are time-sensitive)
Use a saved recovery code if you have one
Contact your administrator to reset MFA on your account
See "Multi-factor authentication" (2.7)
Step 6: SSO redirect issues
If you use SSO and the redirect does not work:
Check that your IdP (Google, Microsoft, Okta) is online by signing in to it directly
Confirm with your IT team that ReFresh is in the approved SSO apps list for your IdP
Try in a private or incognito browser window to rule out a stale cookie
Still cannot sign in
Contact your administrator. If your administrator is also unable to access ReFresh, follow "Contacting ReFresh support" (9.7).
Related articles
Logging in and navigating ReFresh (1.2)
Setting up SSO (2.6)
Multi-factor authentication (2.7)
Contacting ReFresh support (9.7)