Important for Microsoft users
If you are a new user or your organization is new to Kustom, you must sign in with a magic link first and link your Microsoft account before Microsoft SSO will work.
If you try to sign in with Microsoft before completing this step, you may see errors such as “Authentication failed” or “Access denied when authenticating”.
Magic link - action expired
A magic link is valid for five minutes. If you are being met with the message “Action Expired” when using the magic link this means that your link has expired.
Wait five minutes from your initial request and then request a new link.
Access denied when authenticating
Kustom Portal showing the error ‘Access denied when authenticating’ and/or a message stating you need permission from an administrator.
The following are possible solutions:
If you use Microsoft as your email domain, review your settings and add Kustom to Azure AD enterprise applications.
If you use Microsoft as your email domain global administrator needs to manually approve adding Kustom to your SSO.
If you are a new Microsoft user, make sure you have signed in with a magic link at least once and linked your Microsoft account in the portal.
Authentication failed
Kustom Portal showing error ‘Authentication failed’. The following are possible solutions:
Click on ‘Try again’.
Your Microsoft account has not been linked yet
Your user is not registered in the Kustom Portal
The sign-in attempt was interrupted
What to do:
If you use Microsoft, sign in using a magic link first
Once logged in, click your name in the top-right corner and select “Microsoft login” to link your account
Then try signing in with Microsoft again
Magic link not received
If you are not receiving a magic link this could be because:
The email address you have entered is not associated with a user in the Kustom Portal. You can have a colleague or an administrator in the Kustom Portal verify this.
Your IT security settings are blocking Kustom emails. Whitelist the domain if necessary.
General troubleshooting steps:
Check if your IT security settings are blocking Kustom emails, and whitelist the domain if necessary.
Administrators should also verify that system portal domains are whitelisted in the organization's email settings to prevent delivery issues.
Ensure your email is linked to the correct merchant ID.
To confirm proper linkage, navigate to the User Management section in the portal and ensure the email address corresponds to the correct merchant ID. If discrepancies exist, update the store ID or re-assign the email as necessary.