1484 - I can't sign up/sign in to the RedApp

This article can help you troubleshoot if you are having issues signing up or signing in to the RedApp.

If you have trouble signing up

On attempting to verify your RedApp user after receiving an email invite, an unexpected error occurs when selecting any of the three sign-up methods.

There are two possible causes for this error.

Cause 1: Your invite has expired.

Solution: Ask your software partner/provider, a RedApp admin user from your own organisation, or Redstor Support to resend your invite through the Manage Users functionality in the RedApp. Note that invites are only valid for 48 hours.

Cause 2: You are signed into your browser with a different user than the recipient of the RedApp invite.

Solution: Copy the hyperlink from the email invite into an incognito browser, and go through the sign-up process in incognito mode.

If you have trouble signing in

On trying to sign in, your OTP passcode is not accepted and an unexpected error occurs.

There are two possible causes for this error.

Cause 1: There is already an entry for the RedApp in your authenticator app.

Solution: Ask your software partner/provider, a RedApp admin user from your own organisation, or (if you are the only admin) Redstor Support to reset your user's 2FA through the RedApp.

Cause 2: The time is not synced between your authenticator app and the RedApp.

Solution: Make sure the clock on your phone/authenticator app and the clock on the device where you use the RedApp are synchronised.

To do this on Windows:

1. Right-click on the clock and click on Adjust date/time. You can also go to Start > Settings > Time & language > Date & time.
2. Under Synchronise your clock, click on Sync now.

Cause 3: You are not using the sign-in method you signed up with

Solution: Be sure to sign in with whichever sign-up method (Microsoft, Google or email) you used to activate your RedApp account the first time.

For example, if you signed up to the RedApp using Microsoft SSO, choose that option every time you sign in. If you try to sign in using email (even if it is the same email address and password that you use for Microsoft SSO), you will see an error and you will not be able to access the RedApp.