Use this guide to fix problems signing in to the Kustom Portal, including magic links that expire or never arrive and errors when signing in with Microsoft or Google.
A magic link is a one-time sign-in link that Kustom emails to you, so you can sign in without a password. SSO (single sign-on) lets you sign in to the Kustom Portal with your Microsoft or Google work account instead.
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 see the message “Action Expired” when you use the magic link, the link has expired.
Request a new magic link from the Kustom Portal sign-in page and use it within five minutes.
Access denied when authenticating
If the Kustom Portal shows the error ‘Access denied when authenticating’ or a message stating you need permission from an administrator, try the following:
If your company uses Microsoft for email, ask your IT team to review your settings and add Kustom to your enterprise applications in Microsoft Entra ID (formerly Azure AD).
If your company uses Microsoft for email, a global administrator may need to manually approve Kustom for 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
If the Kustom Portal shows the error ‘Authentication failed’, the most common causes are:
Your Microsoft account has not been linked yet.
Your user is not registered in the Kustom Portal.
The sign-in attempt was interrupted.
To fix an ‘Authentication failed’ error:
Click Try again.
If you use Microsoft and it still fails, sign in using a magic link instead.
Once you are signed in, click your name in the top right corner and select Microsoft login to link your account.
Sign out and try signing in with Microsoft again.
Magic link not received
If you are not receiving a magic link from Kustom, it could be because:
The email address you entered is not registered as a user in the Kustom Portal. Ask a colleague who is an Admin in the Kustom Portal to check this in User management.
Your IT security settings are blocking emails from Kustom. Ask your IT team to allow emails from Kustom.
General troubleshooting steps
Check whether your IT security settings are blocking Kustom emails, and ask your IT team to allow them if needed.
Make sure your email address is linked to the correct store (Merchant ID). An Admin can check this under Administration, on the User management tab, and add the user to the right store if needed.
If you no longer have access to the email account itself, no sign-in method will work, because magic link, Google and Microsoft sign-in all rely on a registered email address. An Admin needs to add you again under a new email address in User management.
For more about how to manage users and their store access, see User management.