> ## Documentation Index
> Fetch the complete documentation index at: https://support.legora.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why can I not log in to Legora?

Find the message you see in the table, then go to its section for the fix. If you see no message, start with [the login page check](#are-you-using-the-correct-login-page-eu-us-apac-or-au).

> [!NOTE]
>
> **Which sign-in system does your organisation use?** Check the address you sign in at.
>
> * **Regional authentication**: You sign in at a regional URL: `app.eu.legora.com`, `app.us.legora.com`, `app.ap.legora.com`, or `app.au.legora.com`.
> * **Global authentication**: You sign in at [app.legora.com](https://app.legora.com) or a dedicated URL, such as `acme.app.legora.com`.

| Message or symptom | Sign-in system | Go to |
| - | - | - |
| Login fails on a page that worked before | Both | [Are you using the correct login page?](#are-you-using-the-correct-login-page-eu-us-apac-or-au) |
| Password reset email does not arrive | Both | [Forgotten password or missing reset email](#what-should-i-do-if-i-cant-remember-my-password-or-didnt-receive-the-reset-email) |
| **Invalid recovery link** or **Could not reset password** | Global | [How to reset your password](https://support.legora.com/en-AU/how-to-reset-your-password.md) |
| **Wrong email credentials** or **Wrong email or password** | Both | [Wrong email or password](#do-you-see-wrong-email-credentials-or-wrong-email-or-password) |
| **Account Blocked** | Both | [Account Blocked](#do-you-see-account-blocked-when-signing-in) |
| **Your sign-in session expired** | Global | [Sign-in session expired](#do-you-see-your-sign-in-session-expired) |
| **This request is no longer valid. Please start again.** | Global | [Request no longer valid](#do-you-see-this-request-is-no-longer-valid-please-start-again) |
| A **Timeout** page with a **Login** button | Both | [Timeout error page](#do-you-see-a-timeout-error-page-with-a-login-button) |
| Sent back to the email page with no error, when using SSO | Both | [Are you using Single Sign-On (SSO)?](#are-you-using-single-sign-on-sso) |
| Sign-in fails only in the Word or Outlook Add-in | Both | [Add-in sign-in](#cant-log-in-through-the-word-add-in-but-web-login-works) |
| **Use the global Word Add-in**, **Use the global Outlook Add-in**, **Switch to the global Word Add-in**, or **Switch to the global Outlook Add-in** | Global | [Use the global add-in](#use-or-switch-to-the-global-add-in) |
| **Organisation not active** | Both | [Organisation not active](#do-you-see-organisation-not-active) |
| **Verify your identity** or **Verify it’s you** with no keys on this device | Both | [Fingerprint or face recognition](#stuck-on-verify-your-identity-with-fingerprint-or-face-recognition) |
| A blank screen after signing in | Both | [Blank screen](#logged-in-but-seeing-a-blank-screen) |

***

## Are you using the correct login page (EU, US, APAC, or AU)?

Legora has separate login pages for each region. If you’re on the wrong one, your login will fail.

**Login URLs:**

* **EU:** [app.eu.legora.com](https://app.eu.legora.com/)
* **US:** [app.us.legora.com](https://app.us.legora.com/)
* **AU:** [app.au.legora.com](https://app.au.legora.com/)
* **APAC:** [app.ap.legora.com](https://app.ap.legora.com/)

Double-check saved bookmarks or auto-redirects. Your login only works on the regional instance your organisation is registered with.

If your organisation has moved to Legora’s global authentication, you can start at [app.legora.com](https://app.legora.com). After you sign in, Legora sends you to your organisation’s dedicated URL. You can also go directly to the dedicated login URL your organisation shared. It looks like `https://{subdomain}.app.legora.com` (for example, `https://acme.app.legora.com`). Older regional URLs still work after the cutover, and forward you to the dedicated URL once you sign in. URLs like `https://{subdomain}.legora.com` (without `.app`) are not supported.

If you are not sure which URL to use, ask your IT team for the login URL they shared.

***

## What should I do if I can’t remember my password or didn’t receive the reset email?

### Using SSO? Read this first:

If your organisation uses **Single Sign-On (SSO)**, you **do not need to reset your password through Legora**.

Instead:

* Enter your work email on the login screen.

* You’ll be redirected to sign in using your **SSO credentials**.

If this redirection fails or keeps looping, scroll down to

**"2. Are you being redirected back to the email page with no error?"**

### Reset a Legora password

On global authentication, a new password must be at least 15 characters. On regional authentication, a new password must be at least 12 characters.

If your organisation signs in with email and password, see [How to reset your password](https://support.legora.com/en-AU/how-to-reset-your-password.md) for the steps on each sign-in system.

If you’ve requested a password reset and still aren’t receiving the email:

* Confirm you started **Forgot password?** on the login page your organisation uses today.
* Check your spam or junk folder, and ask your IT admin whether the message was filtered.
* If you still have nothing, contact **[support@legora.com](mailto:support@legora.com)** and request a manual reset. Include your email and the login URL you used (regional, [app.legora.com](https://app.legora.com), or dedicated).

***

## Do you see “Wrong email credentials” or “Wrong email or password”?

This usually means the email or password entered on this page does not match the Legora account. This message appears on regional login pages, such as [app.eu.legora.com](https://app.eu.legora.com).

It is not an account lockout. Lockout uses a different message (**Account Blocked**).

**After a password reset**

Browsers often fill an old saved password. That still fails even when the reset worked.

**What to try**

* Clear the password field completely.
* Type the new password by hand — do not use a saved or autofilled password.
* Confirm the email matches the Legora account exactly (including spelling).
* Try a private or incognito window with autofill turned off.
* If it still fails, use **Forgot password?** again on the same login URL, then sign in with the new password typed manually.

If the message continues after a manual entry of the new password, contact Legora support with your email, the login URL you used, and a screenshot.

If you see this message only in the Word Add-in, see **Can’t log in through the Word Add-in, but web login works?** below.

***

## Do you see “Account Blocked” when signing in?

This message means sign-in was locked after several failed attempts in a row. It appears only on regional login pages.

It is a security lockout, not a Legora account being deleted or revoked.

If your organisation signs in at [app.legora.com](https://app.legora.com) or a dedicated `*.app.legora.com` URL, accounts are not blocked. After too many attempts in a short time, sign-in pauses instead. Wait 15 minutes, then try again with the correct password.

**Why the website can still work**

* The browser may still have an active session, so you are not asked to sign in again.
* Word and Outlook open a separate sign-in window that needs a fresh login.
* A mistyped email or password in the add-in can trigger the lockout.

**What to try**

* Confirm the exact email used for Legora (including spelling).
* Wait briefly, then try again with the correct credentials.
* If the message remains, contact Legora support so the account can be unblocked.

***

## Do you see “Your sign-in session expired”?

This usually means the login page was left open too long before you finished signing in. This message appears on [app.legora.com](https://app.legora.com) and dedicated `*.app.legora.com` login pages.

**What to do:**

1. Refresh the login page, or open it again from the start.
2. Enter your email and complete sign-in without long pauses.
3. If the message keeps returning right away, check you are on the correct login URL for your organisation, then contact support with a screenshot.

This is not the same as the **Timeout** error page with a **Login** button.

***

## Do you see “This request is no longer valid. Please start again”?

This usually means the sign-in request expired, was already used, or conflicted with another sign-in attempt. This message appears on [app.legora.com](https://app.legora.com) and dedicated `*.app.legora.com` login pages.

**What to do:**

1. Close any extra Legora login tabs.
2. Start a new sign-in from your organisation’s dedicated login URL, [app.legora.com](https://app.legora.com), or the correct regional URL if your organisation has not moved to global authentication.
3. Complete sign-in without refreshing the page or pausing for a long time.
4. Try a private or incognito window if the message returns immediately.
5. If multiple people at your organisation see this message, ask your IT team to check the SSO setup. Contact support with the login URL and the time the error appeared.

This is not the same as **Your sign-in session expired** or the **Timeout** error page.

***

## Do you see a Timeout error page with a Login button?

This means the browser could not finish signing in or renewing the session with Legora’s authentication service in time. It is not the same as leaving the login form open too long.

**What to do:**

1. Select **Login** on that page to start a fresh sign-in.
2. Try a private or incognito window.
3. Confirm you are on the correct regional URL, [app.legora.com](https://app.legora.com), or dedicated login URL for your organisation.
4. Ask IT to allow Legora authentication domains, and to check that proxies or TLS inspection are not blocking login. On a regional login page, that is the domain for your region, such as `auth.eu.legora.com`. On [app.legora.com](https://app.legora.com) or a dedicated URL, it includes `login.legora.com`, `identity.legora.com`, and `token.legora.com`. See [Legora network and domain requirements](https://support.legora.com/en-AU/legora-network-and-domain-requirements.md).
5. If many people at the organisation hit this at once, ask IT to check whether the organisation SSO client secret has expired.
6. If one person still cannot get in after these steps, contact support with a screenshot of the full URL, whether SSO or password is used, and whether others are affected.

***

## Are you using Single Sign-On (SSO)?

### 1. Did you enter the correct email format?

SSO only works if the email you enter matches exactly what your organisation registered with Legora.

*Example:*

You previously logged in using email/password with [jane.doe@example.com](mailto:jane.doe@example.com), but your SSO is registered as [jdoe@example.com](mailto:jdoe@example.com). Login will fail if they don’t match.

**Action:** Try again using your official email format or contact IT to confirm the correct one.

***

### 2. Are you being redirected back to the email page with no error?

If everyone at your organisation is being looped back to the email input screen, your organisation’s **SSO token may have expired**. This happens when the **client secret** (a secure credential) needs to be refreshed.

In the Word Add-in or Outlook Add-in, the same expired client secret can show **Authentication error** and **failed to obtain access token** instead of a silent loop.

### What to do:

1. **Send this to your IT team:**
   “We’re unable to log into Legora using SSO. Can you check if our SSO client secret has expired? If so, please generate a new one and send it securely to our Legora contact.”
2. **Once updated by Legora**, the SSO login should start working again.

***

## Can’t log in through the Word Add-in, but web login works?

If you can log in on the Legora website but not through the Word Add-in or Outlook Add-in:

### Common causes:

* **The add-in listing does not match how your organisation signs in.** Organisations on Legora’s global authentication use **Legora for Word (Global)** and **Legora for Outlook (Global)**. A regional listing cannot finish sign-in for those organisations. See [Use the global add-in](#use-or-switch-to-the-global-add-in).

* **Your desktop version of Word or Outlook may block login** due to IT security policies.

* **Try Word for the web or Outlook on the web**: The same login usually works there.

* **Word Add-in:** clear the add-in site data, including third-party cookies on Windows, and try again. Steps are in [My Word Add-in is not working](https://support.legora.com/en-AU/my-word-add-in-is-not-working.md).

* **Outlook Add-in:** sign in again. If it still fails, follow [Why does sign-in fail?](https://support.legora.com/en-AU/install-the-outlook-add-in-for-users.md#why-does-sign-in-fail).

### Seeing “Use the global Word Add-in” or “Switch to the global Word Add-in”?

Word and Outlook show these messages when a regional add-in is open and your organisation uses Legora’s global authentication. Outlook shows **Use the global Outlook Add-in** and **Switch to the global Outlook Add-in**.

Sign-in in the regional add-in stops on **Use the global Word Add-in** or **Use the global Outlook Add-in**. If you already have a session, the add-in shows **Switch to the global Word Add-in** or **Switch to the global Outlook Add-in** and stays on that screen.

**What to try**

1. In Word, on **Switch to the global Word Add-in**, select **Export now** to keep Assistant history. The export does not include Agent chats. Assistant history you do not export is deleted once you switch, and it cannot be recovered. See [How to move your Word Add-in Assistant history to the Global Add-in](https://support.legora.com/en-AU/exporting-word-add-in-assistant-threads-to-the-global-add-in.md).
2. Close this add-in.
3. Open **Legora for Word (Global)** or **Legora for Outlook (Global)**. Install steps are in [How do I install the Word Add-in?](https://support.legora.com/en-AU/how-do-i-install-the-word-add-in.md) and [Install the Outlook Add-in for users](https://support.legora.com/en-AU/install-the-outlook-add-in-for-users.md).
4. If you cannot add it yourself, ask IT to deploy the global listing. Admin steps are in [Reinstall Word and Outlook add-ins](https://support.legora.com/en-AU/it-admin-guide-legora-s-new-authentication-protocol.md#reinstall-word-and-outlook-add-ins).

### Seeing “Wrong email or password” in the Word Add-in?

This usually means the email or password entered in the sign-in window does not match the Legora account.

It is not a Word crash, and it is not caused by changing a Windows login password when your organisation does not use SSO.

**Why the website can still work**

* Your browser may still have an active Legora session, so you are not asked for a password again.
* The Word Add-in opens a separate sign-in window that needs a fresh login.

**What to try**

* Confirm the exact Legora email (spelling and work address).
* Type the Legora password manually — do not use a saved or autofilled password.
* Use **Forgot password?** on the correct login page, then sign in to Word with the new password.
* Clear the Word Add-in site data (including third-party cookies on Windows), then try again.
* Try the same login in Word for the web.

If the message continues after a reset and a manual password entry, contact Legora support with your email, region, and a screenshot.

### Seeing “Authentication error” and “failed to obtain access token”?

This screen appears in the Word Add-in or Outlook Add-in sign-in window when login cannot finish getting an access token.

It is not a green success event in Back Office SSO Logs. Successful refresh or silent-auth rows for other users do not mean this login worked.

**What it usually means**

* Sign-in reached the identity provider, but the token step failed before Legora could finish the session.
* For organisation SSO, this often matches an expired or incorrect **SSO client secret** (the same class of issue as the silent email-page loop on the website).
* It can also come from network or cookie restrictions in desktop Word or Outlook, or from using the wrong regional or dedicated login URL.

**What to try**

* Confirm whether the same people can sign in on the Legora website with the correct regional URL, [app.legora.com](https://app.legora.com), or dedicated URL.
* If many people fail at once on SSO, ask IT to check whether the organisation’s SSO client secret has expired, and send a new secret to Legora so it can be applied.
* Try Word for the web or Outlook on the web with the same account.
* For the Word Add-in, clear the add-in site data, including third-party cookies on Windows, then try again. Steps are in [My Word Add-in is not working](https://support.legora.com/en-AU/my-word-add-in-is-not-working.md).
* For the Outlook Add-in, sign in again, then follow [Why does sign-in fail?](https://support.legora.com/en-AU/install-the-outlook-add-in-for-users.md#why-does-sign-in-fail).

If the screen continues, contact Legora support with the organisation, which users fail vs succeed, web vs add-in, and a screenshot of the error.

***

## Do you see “Organisation not active”?

Sign-in succeeded, but Legora cannot open the organisation. This is not a password or SSO credential error.

The message below the title says the organisation has been deactivated. This can happen when:

* The organisation is no longer active.
* Your account belongs to both an active organisation and an older inactive organisation, and the login opened the inactive one.

Contact [Legora support](mailto:support@legora.com) so we can check the organisation status and which organisation your account is opening.

***

## Stuck on “Verify your identity” or “Verify it’s you” with fingerprint or face recognition?

Legora may ask you to confirm sign-in with your device’s fingerprint or face recognition. Regional login pages show **Verify your identity**. [app.legora.com](https://app.legora.com) and dedicated `*.app.legora.com` login pages show **Verify it’s you**.

If your browser says **no keys are available** on this device for Legora, this device does not have a matching saved verification method.

Common reasons:

* You set up fingerprint or face verification on a different computer or phone.
* You are using a different browser or browser profile than when you enrolled.
* Fingerprint or face unlock is not set up, or is blocked, on this device.

What to try:

1. Complete sign-in with another option your organisation allows, such as an authenticator app or an email code. On regional login pages, select **Try another method**. On **Verify it’s you**, select **Email me a code** when it is shown.
2. Sign in from the same device and browser where fingerprint or face verification usually works.
3. If it still fails, contact your organisation’s IT team about device unlock settings, then contact [support@legora.com](mailto:support@legora.com) with your email, region, and a screenshot.

***

## Logged in but seeing a blank screen?

This is typically caused by cached data.

### Try the following:

1. Open Legora in a **private/incognito browser tab**

2. **Clear your browser cache and cookies**

3. Return to the normal login and try again

***

## Frequently asked questions

### What if none of these steps solves my problem?

Contact **[support@legora.com](mailto:support@legora.com)** with the following:

* Your email address

* The login page you tried (EU, US, APAC, AU, [app.legora.com](https://app.legora.com), or your dedicated `*.app.legora.com` URL)

* A screenshot of what you see (if possible)

***

### Can I use both the EU and US/APAC Legora sites?

No. Your account only works in the region your organisation is registered with. Logging in on the wrong region will fail since the user will not exist. If your organisation has moved to global authentication, use [app.legora.com](https://app.legora.com) or only the dedicated login URL your organisation shared.