If you are unable to log into mabl, read on to learn more about common login issues and how to troubleshoot:
Common login issues
Locked account
If your mabl account is locked, you’ll see the following message when attempting to log in: “Your account is locked out. Check your email to unlock the account.” To regain access, check your inbox for an email from support@mabl.com with instructions on how to unlock your account.
Forgotten password
If you cannot remember your password, you can reset it from the mabl app login page. Click on the Forgot password button and enter your email address. mabl sends a password reset email from support@mabl.com with next steps.
Domain-locked account
If you see the error message “User is part of a domain-locked account. Please sign in using single sign-on (SSO),” it means your organization has configured mabl to require all users to log in through SSO.
To access your mabl account, log in to your corporate identity provider first. Then, return to the mabl login page, click the Sign sign-on button, and enter your email address to complete the login process.
General troubleshooting steps
If your login issue doesn’t fit into one of the categories above, use the following steps to troubleshoot:
Understand the scope of the issue
These initial checks can help you understand the scope of the issue:
- Check the mabl status page to see if there is a service interruption.
- Find out whether anyone else on your team is having issues with logging in
- Identify whether login issues are occurring in the mabl Desktop App, mabl web app, or both.
- To rule out any possible network connectivity issues, try logging in from a different network or even a mobile hotspot if one is available to you.
Troubleshooting login from the Desktop App
If you’ve identified that the issue is specific to the Desktop App, use these steps for further troubleshooting:
- Check your connection to mabl services - from the mabl app menu bar, go to Help > Troubleshooting > Check connection to mabl services. If you cannot connect to the mabl cloud, your organization’s firewall or proxy settings may be blocking the connection. See our articles on network settings and proxy configuration for more details.
- Clear the cache - in the event that corrupted or outdated cache data is causing login issues, you can try clearing the cache. From the mabl app menu bar, go to Help > Troubleshooting > Clear session cache/storage.
- Reset app data - if clearing your cache doesn’t resolve the issue, you can try resetting all app data. This action is a more comprehensive reset that deletes your local app data and settings. From the mabl app menu bar, go to Help > Troubleshooting > Reset all app data.
Troubleshooting login from the web app
If you’ve identified that the issue is specific to the web app, use these steps for further troubleshooting:
- Try Incognito mode or a different browser - if login works in this way, the culprit may be browser settings or extensions.
- Clear browser cache and cookies - in the event that stale cookies or an outdated cache are causing login issues, you can try clearing the browser cache and cookies.
Share diagnostic information with mabl support
If you still cannot resolve login issues after trying the troubleshooting steps in this article, reach out to support using the in-app chat or by emailing support@mabl.com. To help expedite the process, include the following information:
- The last time you were able to log into mabl successfully, if ever
- Your login method: email/password, Google, or SSO
- Any insights you gathered while troubleshooting, such as screenshots or HAR captures