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Authentication Troubleshooting

Clearing saved sign-in sessions​

If the sign-in page seems to skip steps or remember a previous choice you want to change, clear your saved sessions:

  1. Visit https://cilogon.org/me
  2. Click the "Delete All" button
  3. Try signing in again

Determining your authentication email​

If your work email isn't being accepted during activation, you can determine the exact email address your organization provides for sign-in.

note

For most people, this is simply your work email. You only need this procedure if you're having trouble.

  1. Open the authentication test page and click "University Credentials via CILogon"

    Click University Credentials via CILogon

  2. You'll see the identity provider selection page. Select your institution (see Selecting Your Identity Provider for help with this step).

    Select an identity provider from the list

    Search for your institution

  3. Click Log On and sign in with your usual credentials.

  4. After signing in, you'll see a page with technical details. Look for the entry labeled https://flywheel.io/email — this is the email address to provide to NACC.

    The email entry in the authorization details

If the email shown is different from what you provided in the NACC Directory, visit NACC Support and let them know — they can update it for you.

Common error scenarios​

This means the system couldn't match your sign-in to the email on file. See What do I do if I got an error?

Signed in with the wrong option​

If you accidentally selected ORCID when you should have selected your institution (or vice versa):

  1. Clear your saved sessions
  2. Click the activation link from your email again
  3. Select the correct option this time

ORCiD-specific issues​

See the ORCiD Troubleshooting section for issues specific to ORCiD sign-in.

Still need help?​

Visit NACC Support for assistance.

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