PressPlay uses Auth0 for secure authentication, and you also need to authenticate with Google to access Play Console data. When authentication fails, you can't access your account or connect publishers. This guide covers login issues, access problems, and authentication troubleshooting.
PressPlay uses two layers of authentication:
PressPlay Account (Auth0): Your main login to access the platform
Google Account (OAuth): Connects your Google Play Console publisher accounts
Issues can occur with either system, and sometimes both. Understanding which authentication layer is failing helps resolve issues faster.
The most basic issue: credentials aren't working.
Symptoms:
"Invalid email or password" error message
Login form shakes or rejects input
Can't remember which email you used
Password doesn't work despite being sure it's correct
Solutions:
Try password reset: Click "Forgot password?" on login page
Check email variations: Try work email, personal email, variations with +tags
Check for typos: Email addresses are case-insensitive but typos still matter
Look for invitation email: Search inbox for PressPlay invitation to find correct email
Try social login: If you originally signed up with Google/GitHub, use that method
Clicked "Forgot password" but not receiving reset email.
Troubleshooting steps:
Check spam folder: Password reset emails often get filtered
Wait 5-10 minutes: Email delivery can be delayed
Try again with correct email: Ensure you're using the email associated with your account
Check for typos: One wrong character means email won't arrive
Verify email exists: Try sending yourself a test email to confirm address works
Add to allowlist: Add [email protected] and [email protected] to your email allowlist
If still not receiving password reset emails after these steps, contact support with the email address you're trying to reset.
Too many failed login attempts or security concerns can lock accounts.
Symptoms:
"Account locked" message
"Too many attempts" error
"Account suspended" notification
Causes:
Multiple failed login attempts in short time
Suspicious activity detected
Payment issues (for paid accounts)
Terms of service violations
Solutions:
Temporary lockout: Wait 30 minutes and try again
Use password reset: Often unlocks account while setting new password
Contact support: For suspended accounts, support must restore access
Resolve payment: Update billing if account suspended for non-payment
Problems signing in with social identity providers.
Google Sign-In Failing:
Wrong Google account: Ensure you're using the correct Google account you originally signed up with
Popup blocked: Allow popups from PressPlay domain
Browser issues: Try different browser or incognito mode
Cookie blocking: Enable third-party cookies for authentication
Account mismatch: You may have created account with email/password, not Google SSO
To switch from social to password:
Log in with social provider
Go to Account Settings
Set a password for direct login
You can then use either method going forward
Being repeatedly logged out or sessions ending prematurely.
Common causes:
Cookie deletion: Browser or extension clearing cookies
Private browsing: Incognito mode doesn't persist sessions
Security settings: Browser set to clear cookies on close
Token expiration: Security tokens expire after period (usually 7-30 days)
Multiple accounts: Switching between Google accounts causes logout
Solutions:
Use regular browser mode (not incognito) for persistent sessions
Allowlist PressPlay in your browser settings
Disable aggressive privacy extensions temporarily
Check "Remember me" if available at login
Don't switch Google accounts during active session
OAuth flow fails when trying to connect Google Play Console.
Symptoms:
Popup window closes without connecting
"Authorization failed" error
Stuck on "Authorizing..." screen
Redirects back without success message
Common causes and fixes:
Popup blocked:
Allow popups from PressPlay
Look for popup blocker icon in address bar
Add exception for PressPlay domain
Third-party cookies disabled:
OAuth requires third-party cookies
Enable in browser settings temporarily
Add exceptions for google.com and PressPlay
Browser extensions interfering:
Disable ad blockers and privacy extensions
Try in incognito mode with extensions disabled
Test in different browser
Wrong Google account:
Sign out of all Google accounts
Sign into only the account with Play Console access
Retry connection
Network restrictions:
Corporate firewalls may block OAuth
Try from different network (mobile hotspot)
Check with IT about allowlisting
Successfully connected but connection doesn't stay active.
Why connections drop:
Token revocation: You manually revoked access in Google account settings
Password change: Changing Google password invalidates OAuth tokens
Security event: Google detected suspicious activity and revoked access
Token expiration: Refresh tokens can expire after extended inactivity
Permission changes: Play Console admin removed your access
How to maintain stable connection:
Don't manually revoke PressPlay in Google account security settings
After changing Google password, reconnect publisher in PressPlay
Use PressPlay at least once per month to keep tokens fresh
Ensure your Play Console access remains stable
Reconnect immediately if you see disconnection warning
Accidentally connected wrong Google account or wrong publisher.
How to fix:
Go to Settings → Publishers
Find incorrectly connected publisher
Click "Disconnect" or trash icon
Sign out of wrong Google account in your browser
Sign into correct Google account
Return to PressPlay and click "Connect Publisher"
Complete OAuth flow with correct account
Verify correct apps appear after sync
Signed into multiple Google accounts creates authentication complexity.
Best practice:
Sign out of all Google accounts in browser
Sign into only your Play Console account
Connect publisher in PressPlay
After successful connection, can sign into other accounts
Be careful not to switch default account during PressPlay sessions
If you had 2FA enabled and lost access to your authentication device:
For Auth0 2FA:
Use backup codes if you saved them during 2FA setup
Contact support with account verification details
May need to verify via email or other method
For Google 2FA:
Use Google's account recovery process
Have backup phone or recovery email ready
After recovering Google account, reconnect publisher
Entering correct code but it's rejected.
Common issues:
Time sync: Authenticator app time out of sync with server
Old code: TOTP codes expire every 30 seconds, use current one
Wrong account: Multiple accounts in authenticator, selecting wrong one
Spaces or typos: Entering code with extra characters
Solutions:
Ensure device time is set to automatic/network time
Wait for new code to generate before submitting
Double-check you're using code for correct account
Try backup code if available
Use recovery options if codes consistently fail
Received invitation but can't access the team account or apps.
Troubleshooting:
Check invitation email: Find invitation link and click it (may have expired)
Sign up with invited email: Must use exact email address invitation was sent to
Accept invitation: May need to explicitly accept after signing up
Verify role: Check with team admin what role you were assigned
Check team switcher: May need to switch to team account in PressPlay UI
Team invitation links typically expire after 7 days.
Solution:
Ask team admin to resend invitation
Use new invitation link immediately
Sign up right away to avoid future expiration
Part of team but can't access expected features or apps.
Check your role:
Viewer: Read-only access, can't create experiments
Editor: Can create and manage experiments
Admin: Full access including team and billing
If permissions seem wrong:
Verify with team admin what role you should have
Ask admin to update your role if needed
Sign out and back in after role change
Check you're in correct team account (use team switcher)
Login works in one browser but not another.
Supported browsers:
Chrome (recommended)
Firefox
Safari
Edge
If auth failing in your browser:
Update to latest browser version
Clear cache and cookies
Disable extensions
Try incognito/private mode
Switch to Chrome as fallback
Can't authenticate from work network but works from home.
Common corporate network issues:
Firewall blocking Auth0 or Google OAuth endpoints
Proxy intercepting or modifying authentication requests
SSL inspection breaking OAuth redirects
Third-party cookies blocked by policy
Solutions:
Request IT allowlist Auth0 and Google OAuth domains
Try authenticating through VPN
Use mobile hotspot to bypass corporate network
Ask IT about exceptions for cloud authentication services
Can't access PressPlay at all? → Auth0 login issue
Logged into PressPlay but can't connect publisher? → Google OAuth issue
Connected but losing connection? → Token/permission issue
Correct email address?
Correct password?
Caps lock off?
Right Google account?
Browser allowing popups and cookies?
Try different browser
Try incognito mode
Try different network
Try different device
Visit PressPlay status page
Check Auth0 status page
Check Google OAuth service status
Check Google Play Console access directly
Verify team role in PressPlay
Confirm account isn't suspended
Prevent future authentication issues:
Use strong, unique passwords: Don't reuse passwords across services
Enable 2FA: Adds security layer and recovery options
Save backup codes: Store in password manager or secure location
Keep recovery email current: Ensure you can receive password resets
Don't share accounts: Each team member should have their own login
Review connected apps: Periodically audit OAuth connections in Google settings
Use supported browsers: Keep browser updated for security patches
Reach out to PressPlay support if:
Password reset emails not arriving after trying all troubleshooting
Account appears locked or suspended without explanation
OAuth connection fails consistently across browsers and networks
Publisher connection drops repeatedly despite following best practices
Team invitation or access issues persist
Believe your account may be compromised
Information to provide support:
Email address associated with account
Error messages (screenshots helpful)
Browser and version you're using
When issue started
What you've already tried
Whether you can authenticate elsewhere (different browser, network)
Authentication issues are often environmental (browser, network) or configuration-related (wrong account, permissions). Systematic troubleshooting typically reveals the cause and solution quickly.