Authentication Problems

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.

Understanding PressPlay Authentication

PressPlay uses two layers of authentication:

1. PressPlay Account (Auth0): Your main login to access the platform

2. 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.

Auth0 Login Problems

Can't Log In - Wrong Password or Email

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:

1. Try password reset: Click "Forgot password?" on login page

2. Check email variations: Try work email, personal email, variations with +tags

3. Check for typos: Email addresses are case-insensitive but typos still matter

4. Look for invitation email: Search inbox for PressPlay invitation to find correct email

5. Try social login: If you originally signed up with Google/GitHub, use that method

Password Reset Not Working

Clicked "Forgot password" but not receiving reset email.

Troubleshooting steps:

1. Check spam folder: Password reset emails often get filtered

2. Wait 5-10 minutes: Email delivery can be delayed

3. Try again with correct email: Ensure you're using the email associated with your account

4. Check for typos: One wrong character means email won't arrive

5. Verify email exists: Try sending yourself a test email to confirm address works

6. 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.

Account Locked or Suspended

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

Social Login Issues (Google, GitHub)

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:

1. Log in with social provider

2. Go to Account Settings

3. Set a password for direct login

4. You can then use either method going forward

Session Expired or Logged Out Unexpectedly

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

Google OAuth Connection Problems

Can't Connect Publisher Account

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:

1. Popup blocked:

   • Allow popups from PressPlay

   • Look for popup blocker icon in address bar

   • Add exception for PressPlay domain

2. Third-party cookies disabled:

   • OAuth requires third-party cookies

   • Enable in browser settings temporarily

   • Add exceptions for google.com and PressPlay

3. Browser extensions interfering:

   • Disable ad blockers and privacy extensions

   • Try in incognito mode with extensions disabled

   • Test in different browser

4. Wrong Google account:

   • Sign out of all Google accounts

   • Sign into only the account with Play Console access

   • Retry connection

5. Network restrictions:

   • Corporate firewalls may block OAuth

   • Try from different network (mobile hotspot)

   • Check with IT about allowlisting

Publisher Connection Keeps Dropping

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

Wrong Publisher Connected

Accidentally connected wrong Google account or wrong publisher.

How to fix:

1. Go to Settings → Publishers

2. Find incorrectly connected publisher

3. Click "Disconnect" or trash icon

4. Sign out of wrong Google account in your browser

5. Sign into correct Google account

6. Return to PressPlay and click "Connect Publisher"

7. Complete OAuth flow with correct account

8. Verify correct apps appear after sync

Multiple Google Accounts Causing Confusion

Signed into multiple Google accounts creates authentication complexity.

Best practice:

1. Sign out of all Google accounts in browser

2. Sign into only your Play Console account

3. Connect publisher in PressPlay

4. After successful connection, can sign into other accounts

5. Be careful not to switch default account during PressPlay sessions

Two-Factor Authentication (2FA) Issues

Lost 2FA Device

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

2FA Code Not Working

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

Team Access and Permissions

Invited to Team But Can't Access

Received invitation but can't access the team account or apps.

Troubleshooting:

1. Check invitation email: Find invitation link and click it (may have expired)

2. Sign up with invited email: Must use exact email address invitation was sent to

3. Accept invitation: May need to explicitly accept after signing up

4. Verify role: Check with team admin what role you were assigned

5. Check team switcher: May need to switch to team account in PressPlay UI

Invitation Expired

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

Wrong Permissions or Can't See Apps

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)

Browser and Environment Issues

Authentication Not Working in Specific Browser

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

Corporate Network Authentication Issues

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

Diagnostic Workflow

Step 1: Identify Authentication Layer

• 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

Step 2: Check Basic Issues First

• Correct email address?

• Correct password?

• Caps lock off?

• Right Google account?

• Browser allowing popups and cookies?

Step 3: Test Different Environment

• Try different browser

• Try incognito mode

• Try different network

• Try different device

Step 4: Check Service Status

• Visit PressPlay status page

• Check Auth0 status page

• Check Google OAuth service status

Step 5: Review Permissions and Access

• Check Google Play Console access directly

• Verify team role in PressPlay

• Confirm account isn't suspended

Security Best Practices

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

When to Contact Support

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.