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Basic login troubleshooting
Verify your email address
Make sure you are entering the exact email address associated with your Hoop account. Email addresses are case-insensitive, but check for typos or extra spaces.
Reset your password
Click Forgot Password on the login page. Enter your email address and check your inbox (including spam/junk folders) for the reset link. The link expires after 24 hours.
Clear browser cache and cookies
Outdated cookies can cause login failures. Clear your browser’s cache and cookies, then try logging in again. Alternatively, try an incognito or private browsing window.
Two-factor authentication (2FA) issues
If you have 2FA enabled and cannot complete the login:Lost access to your authenticator app
Lost access to your authenticator app
If you no longer have access to your authenticator app (Google Authenticator, Authy, etc.), use one of the backup codes provided when you first set up 2FA. If you have no backup codes, contact your account administrator or Hoop support to reset 2FA on your account.
2FA code is not accepted
2FA code is not accepted
Authenticator codes are time-based and expire every 30 seconds. Make sure your device clock is synchronized. On your phone, enable automatic time settings. If codes still fail, try generating a new code and entering it immediately.
SMS verification code not received
SMS verification code not received
If your account uses SMS-based 2FA, check that your phone number is correct under your account settings. Ensure your phone has signal and is not blocking messages from short codes. Try requesting the code again after 60 seconds.
Account lockout
After 5 consecutive failed login attempts, your account is temporarily locked for 15 minutes. During this period:- You will see a message stating your account is temporarily locked
- Password reset emails will still be sent if requested
- The lockout clears automatically after 15 minutes
If your account remains locked after the 15-minute window, your administrator may have manually locked the account. Contact your team admin or Hoop support for assistance.
SSO login problems
If your organization uses Single Sign-On (SSO):| Issue | Solution |
|---|---|
| ”SSO not configured” error | Your organization’s SSO integration may not be set up or has expired. Contact your IT administrator to verify the SSO configuration in your identity provider. |
| Redirected to the wrong login page | Clear your browser cookies or use an incognito window. You may have cached credentials from a different organization or account. |
| ”User not found” after SSO authentication | Your email address in the identity provider must match your Hoop account email exactly. Ask your IT admin to verify the email mapping in the SSO configuration. |
| SSO login loops back to the login page | This usually indicates a session or token issue. Clear cookies, restart your browser, and try again. If it persists, the SSO certificate may have expired on the identity provider side. |
Browser and device troubleshooting
If none of the above fixes resolve your issue, try these additional steps:- Disable browser extensions — Ad blockers, privacy extensions, and VPN browser plugins can interfere with the login process. Disable them temporarily and retry
- Check your network — Corporate firewalls or network restrictions may block access to Hoop services. Try logging in from a different network (e.g., mobile hotspot)
- Update your browser — Ensure you are running the latest version of your browser
- Try the mobile app — If the web login is not working, try logging in through the HoopAI mobile app to determine whether the issue is browser-specific
Contact support
If you have exhausted all the steps above and still cannot log in:Gather information
Note your email address, the error message you see (if any), your browser name and version, and whether you use 2FA or SSO.