⚠️ This article is for Blink administrators. Are you an employee trying to sign in? See Signing in to Blink instead.
If a user in your organisation can't sign in to Blink, this guide walks you through the most common causes and how to resolve them from the admin portal.
✅ Three things to check
• Account status - is the user's account active and not disabled?
• Contact details - do the details on their profile match what they're using to sign in?
• Authentication method - is the user following the correct sign-in flow for your organisation?
🔍 Step-by-step troubleshooting
Find the user in the admin portal. Go to the Users tab and search for the user by name.
Ask the user what error message they're seeing, if any. The error message is often the fastest way to identify whether the issue is with their contact details or with the authentication method.
Check that the account is active. If the account has been disabled, you can reactivate it directly from this screen.
Verify that the contact details on the profile match what they're using to sign in. Check that the email address or phone number on their Blink profile is the same as what they're entering at sign-in.
If the details don't match, let the user know their correct credentials and ask them to try again.
If the details need to be updated, see How can I verify or update my email or phone number?
If the contact details are correct, check the authentication method. Go to the Authorization tab and click Authentication. Verify what sign-in method is configured for your organisation - for example, single sign-on (SSO), magic link, or phone number - and confirm the user is signing in through the correct flow.
If none of the above steps resolve the issue, contact our support team. Get in touch with Blink support and include the following to help us resolve this quickly:
The user's full name
The error message they are seeing (and a screenshot if possible)
The authentication method configured for your organisation
❓ FAQs
How do I find out what authentication method my organisation uses?
How do I find out what authentication method my organisation uses?
In the admin portal, go to the Authorization tab and click Authentication. This shows the sign-in method configured for your organisation - for example, single sign-on (SSO), magic link, or phone number.
🚀 What's next?
More help with sign-in and user management:
End-user sign-in guide - Signing in to Blink
Update contact details - How can I verify or update my email or phone number?
Still stuck? Contact Blink support