Before You Start
If you manage others' accounts, you need Admin or Super Admin access
SSO issues may also require input from your IT team (Google Workspace or Microsoft Entra admin)
Can't Log In
Wrong Email or Password
Confirm you're using the email address registered to your Lumofy account
Passwords are case-sensitive
If unsure, reset your password using the steps below
Account Deactivated
If you see an error indicating your account is inactive or deactivated:
Contact your Lumofy admin — your account may have been deactivated
Admins can reactivate your account from Company → Talents → ⋮ → Reactivate
Account Not Found
Confirm the email you're entering is the one your admin used when creating your account
Your admin can verify this from Company → Talents
Password Reset
How to Reset Your Password
On the Lumofy login page, click Forgot password
Enter your registered email address
Check your inbox for the password reset email
Follow the link in the email to set a new password
💡 If the email doesn't arrive within a few minutes, check your spam or junk folder. Your admin can also confirm that Reset password emails are enabled under your notification settings.
Admin: Triggering a Reset for Another User
Admins cannot reset passwords on behalf of users. Each user must use the Forgot password flow on the login page directly.
SSO (Single Sign-On) Issues
Lumofy supports SSO via SAML 2.0, compatible with Google Workspace and Microsoft Entra.
SSO not configured or login redirect fails
Your Super Admin must complete the SAML SSO setup under Settings → Platform Settings → SAML SSO Configuration
Confirm the Identity Provider Metadata URL is entered correctly
The Service Provider Metadata URL from Lumofy must be registered in your identity provider
Can't log in after SSO is enabled
Confirm the user's email in Lumofy exactly matches the email in the identity provider (Google Workspace or Microsoft Entra)
Ask your IT admin to verify the user is provisioned correctly in the identity provider
If SSO was recently enabled, try clearing your browser cache and cookies before attempting again
SSO works for some users but not others
The affected user's email in Lumofy likely does not match the one in the identity provider
Your IT admin should verify the user's email in both systems matches exactly
Two-Factor Authentication (2FA) Issues
Lost access to your 2FA method
Contact your Lumofy Super Admin. They can review authentication settings under Settings → Platform Settings → Authentication.
2FA is required but I never set it up
Your organization may have enabled company-wide 2FA enforcement. When this is active:
You will be prompted to set up 2FA on your next login
Follow the on-screen instructions to complete setup
If you have trouble completing setup, contact your Lumofy admin
FAQ
Can an admin log in as another user?
Can an admin log in as another user?
No. Lumofy does not support admin impersonation. Each user must log in with their own credentials.
My SSO login keeps looping back to the login page. Why?
My SSO login keeps looping back to the login page. Why?
This usually means a mismatch in the SAML configuration. Ask your Super Admin to verify the Identity Provider Metadata URL and the Name ID Format URN under Settings → Platform Settings → SAML SSO Configuration.
How long does the Competency Assessment take for each Talent?
How long does the Competency Assessment take for each Talent?
Your session may have expired. Log in again. If this happens frequently, it may relate to session timeout settings in your identity provider.