downCannot sign in? How to investigate login problems during an outage
Separate a provider sign-in incident from browser sessions, organization single sign-on, and account-specific errors.
Identify the sign-in step that fails
Note whether the problem happens before entering credentials, during a redirect, after multifactor authentication, or when the app opens. Record the error text without including passwords, authentication codes, or session links.
Check the product and identity service
Look at the product’s current status and mapped authentication components. Workplace accounts may also depend on an organization’s sign-in provider. A healthy marketing website does not test either of these paths.
Compare sessions carefully
Save work, then compare a private browser session or another browser. If only one existing session fails, it may be a local session issue. Follow official provider guidance before removing site data, because it can remove local state or sign you out of other tabs.
Avoid repeated retries
Repeated attempts may trigger account protection or create additional challenges. Follow the displayed retry instructions. If a disruption is confirmed, watch the incident’s recovery updates rather than resetting credentials repeatedly.
Escalate the right evidence
For an organization account, give your administrator the time, product, failure step, and error category through an approved private channel. For a personal account, use official account support. Never ask strangers to test your credentials.