Luum Mobile App - Sign in Issues

Introduction

Many mobile sign in issues can be solved with simple troubleshooting. This article goes over the most common sign in issues and the steps to resolve them. Select the error message that best matches the issue you are experiencing. Please note this article does not cover every possible mobile app sign in issue. If your issue is not resolved or mentioned in this article, please view the Unresolved Issues section at the bottom of this article.  

Table of Contents

• Microsoft SSO - User account does not exist in tenant 
• Google SSO - App_not_configured_for_user
• Stale request / Site can’t be reached / Invalid certificate / Network connection lost
• SSO cancelled / SSO authentication was cancelled
• We couldn't find this account / Email address not recognized
• Unresolved Issues

Microsoft SSO - User account does not exist in tenant

This issue can occur if you try to log onto the app using single sign on (SSO), while being signed into Microsoft under a non-work account. SSO will only work if you are signed into Microsoft under your work email. 

1. Open your device's web browser app (Safari, Chrome, etc.)
2. Go to microsoft.com
3. In the top right corner of the web page, click on the person icon and verify if you are signed in with your work email
4. Sign out of all non-work accounts
5. Reopen the Luum app and try to sign in again 

Google SSO - app_not_configured_for_user

This issue can occur if you try to log onto the app using single sign on (SSO), while being signed into Google under a non-work account. SSO will only work if you are signed into Google under your work email.  

1. Open your device's browser app (Safari, Chrome, etc.)
2. Go to google.com
3. In the top right corner of the browser page, click on the person icon and verify if you are signed in with your work email
4. If you are not signed in with your work email, look for your work account lower down in the dropdown menu and select it. 
5. Reopen the Luum app and sign in again

If you continue to experience this issue, sign out of all Google accounts except for your work account, and try again. 

Stale Request / Site can't be reached / Invalid certificate / Network connection lost

This issue typically occurs when there is an issue with the site you are trying to access. 

1. Clear your browser cache and then try again
2. If error still occurs, wait a few hours and try again. 

If you continue to experience this issue, please contact your employer's IT department or commute administrator. 

SSO cancelled / SSO authentication was cancelled

This issue can occur when your employer's SSO does not redirect back to the Luum app after the sign in is completed.

1. Try signing in again
2. If you continue to experience this issue, please contact your employer's IT department or commute administrator to report the problem

We couldn't find this account / Email address not recognized

First, contact your employer's commute administrator to verify that your account is active. They should be able to reactivate your account if it was mistakenly deactivated. 

If you are still receiving this error after verifying your account is active, proceed to these steps: 

1. Return to the sign in the page and try to sign in
2. Take a screenshot of the error message. If you are unsure how to take a screenshot on your device, you can search online with it's name and/or model.  
3. Submit a bug report with the screenshot by tapping Need help signing in?> Report a bug on the Luum mobile app sign in screen. 

Unresolved issues

If you continue to experience sign in problems, please take a screenshot of the error message, and report the bug directly through the sign in page > Need help signing in? > Report a bug