Sign-in, account recovery and organizations

Each problem below is laid out as Symptom, Cause and Fix.

I forgot my password

Symptom. You cannot sign in because you no longer know your password, or you never finished choosing one.

Cause. Passwords are not stored in a way anyone can read back, so they can only be reset.

Fix.

1. Go to app.klastro.io/auth/recovery. The page is titled Access your account.
2. Enter your Email address and select Send code.
3. Open the email from Klastro, copy the Verification code and select Verify & continue.
4. Follow the prompts to choose a new password.

If no email arrives within a few minutes, check your spam folder and that you typed the address your account uses.

“Sign in failed”

Symptom. The sign-in page shows Sign in failed with a message.

Cause. Usually a wrong email or password, or an account that was created with a social sign-in rather than a password.

Fix. Check the email address and password. If you originally signed in with one of the Continue with … buttons shown under Or continue with, use the same button again. If you still cannot sign in, reset your password as described above.

“Session expired” or “Flow expired”

Symptom. You see Session expired (“Your session has expired. Please sign in again to continue.”) or Flow expired (“This authentication flow is no longer valid…”).

Cause. You stayed too long on a sign-in page, used an old link, or your session timed out.

Fix. Select Sign in again and start over. Do not reuse old sign-in or recovery links from your browser history.

“Security check failed”

Symptom. You see Security check failed, or The security check did not complete. Refresh the page to try again.

Cause. You navigated back with the browser’s back button during sign-in, or a content blocker stopped the security check from loading (The security check could not load. Turn off any content blocker for this page, then refresh.).

Fix. Refresh the page and start again without using the back button. If the check cannot load, allow app.klastro.io in your ad or content blocker, then refresh.

“Registration requires an invitation”

Symptom. You try to create an account and see Klastro is in private preview. Registration requires an invitation.

Cause. During the private preview, new accounts can only be created from an invitation link.

Fix. Use the link in your invitation email. If you were invited to an assessment or by your organization, see Invitations. Otherwise, ask the person or organization who should invite you.

“Register with the email address this invitation was sent to”

Symptom. Registration is refused with this message.

Cause. An invitation is tied to one email address.

Fix. Register with the exact address the invitation email was sent to. If you need to use a different address, ask for a new invitation to that address.

I’m asked to accept the terms

Symptom. After signing in, a Terms of Use and Privacy Policy screen blocks the app.

Cause. You must accept the current Terms of Use and Privacy Policy before using Klastro, the first time and whenever they change.

Fix. Read the documents, then select Accept and continue. If you see Your acceptance could not be recorded, try again: it is safe to repeat.

I don’t see my organization, or I see the wrong one

Symptom. After signing in you land on Select Organization, or the app shows sessions, invitations or tickets from another organization than the one you expect.

Cause. Everything in Klastro (labs, credits, assessments, tickets) belongs to an organization. If you belong to several, you work in one at a time.

Fix.

• On Select Organization, choose the organization you want. Use Search organizations… if the list is long.
• Once in the app, open the organization menu at the top of the left sidebar and select Switch Organization.
• If the organization you expect is missing, you have not been added to it yet. Ask one of its admins to invite you; see Members and roles.

As a candidate, the organization that invited you appears under Your Organizations once you have an invitation. If you see No Invitations Yet, check your email for the invitation link.

“Unable to load your organizations”

Symptom. Select Organization shows Unable to load your organizations. Please try again.

Cause. A temporary network or service problem.

Fix. Refresh the page. If it keeps happening, sign out with Log out, sign in again, and if it persists open a support ticket with the category Account & access.

“Account issue”

Symptom. You see Account issue (“There is an issue with your account. Please contact support.”).

Cause. Something on your account needs a person to look at it.

Fix. Select Contact support. If you cannot reach the Help Desk because you cannot sign in, ask an admin of your organization to open a ticket for you.