Login and SSO issues

If you cannot sign in to Doow, this article covers the most common causes and their fixes. Most sign-in problems can be resolved without contacting support.

Forgotten password

See Securing your account for the password-reset flow. If you do not receive the reset email:

• Check your spam or junk folder.
• Ask your IT team whether notifications@doow.co is blocked by your email filter.
• If your organisation uses a third-party email-security service (Mimecast, Proofpoint, Abnormal), the reset email may be held in quarantine. Your IT team can release it.

Password-reset links expire after 1 hour. If your link has expired, request a new one from the sign-in page.

SSO errors

"SAML response invalid" or "Unable to validate SSO response"

This usually means the SSO certificate in your identity provider has been rotated and Doow has not been updated.

1. An Admin should sign in with email and password (Admin fallback is always available even when SSO is required).
2. Go to Settings → Integrations → [your IdP].
3. Upload the new SSO certificate from your identity provider.
4. Click Save. All members can now sign in via SSO again.

If you are the only Admin and cannot sign in via SSO or password, contact support at support@doow.co.

"SSO required — no SSO session found"

Your workspace requires SSO but your identity provider session has expired or was not recognised.

1. Clear your browser cookies for app.doow.co and your identity provider's domain.
2. Close your browser completely and reopen it.
3. Go to app.doow.co and try signing in again — you should be redirected to your IdP.

"User not found in SSO response"

Your identity provider returned a user identifier that does not match any Doow account. This happens when:

• You are trying to sign in with an email that was not invited to the workspace. Ask an Admin to send you an invitation.
• Your SSO email address differs from the email on your Doow account. Ask an Admin to check the email on your account in Settings → Team.

2FA lockout

If you lost access to your authenticator app:

1. On the 2FA code entry screen, click Use a recovery code.
2. Enter one of your 8 recovery codes. Each code works once.
3. After signing in, go to Settings → Profile → Security and set up 2FA again with your new device. This generates a fresh set of recovery codes.

If you have lost your recovery codes as well, you cannot recover access yourself. Contact support at support@doow.co. For security reasons, support can only disable 2FA on your account after verifying your identity — this may involve a video call or confirmation from another Admin in your workspace.

Invitation link problems

"Invitation expired"

Invitation links expire after 7 days. Ask the Admin who invited you to resend the invitation from Settings → Team → Pending.

"Invitation already accepted"

This means the invitation was already used to create an account. Try signing in with the email address the invitation was sent to. If you cannot remember your password, use the Forgot password? flow.

"Invitation not for this email"

The invitation link is tied to the email address it was sent to. If you are signed into a different Google/SSO account, the link will not work. Sign out of all accounts and click the link again, or sign in with the email address the invitation was sent to.

Account locked or deactivated

If you see "Account locked" after multiple failed sign-in attempts, wait 15 minutes and try again. The lock is temporary.

If you see "Account deactivated," your account has been deactivated by a workspace Admin. Contact the Admin directly — Doow support cannot reactivate your account without the Admin's approval.

Your account may also show as deactivated if you were removed from the workspace and do not belong to any other Doow workspaces. In this case, ask an Admin to send you a new invitation.

Still stuck?

Contact support via email at support@doow.co. To help us resolve your issue quickly, include: the email address you use to sign in, a description of the error message (a screenshot helps), and the approximate time you first saw the issue.