Troubleshooting Login, Invitation, and Activation Issues
Step 1: Is the user an Active Contact in Liscio?
Before troubleshooting any login issue, confirm the user's status in Liscio.
If the Contact is not Active: They must be sent an invitation and accept it before they can log in. Send an invitation from their Contact profile.
If the Contact is Active: Continue to the relevant section below based on the specific issue.
Login Errors
"Account is locked" error
The user's account has been locked due to too many failed login attempts.
Steps:
Have the user reset their password using https://passwordreset.liscio.me/authenticate/forgot-password.
Resetting the password will unlock the account.
If the user is on a mobile device with Face ID enabled: Face ID is most likely storing the old, incorrect password. After resetting, either update Face ID with the new password or disable Face ID when prompted.
"Invalid username or password" error
Steps:
Confirm the email address on the Contact's profile in Liscio matches exactly what the user is entering.
Have the user click https://passwordreset.liscio.me/authenticate/forgot-password to receive either a password reset link or a one-time magic link.
"User or Firm is Inactive" error
Check first: Is the Contact active? If, not they'll need an invitation.
Next check: the Contact's email address been changed recently?
If yes, their email address has changed: The Contact may appear Active in Liscio but is technically inactive until they accept the new invitation sent to the updated email. To resolve: go to their Contact Details page and send a Reset Password — this functions as a fresh invitation.
If no, their email address has never changed: The user is most likely attempting to log in with the wrong email address. Confirm the correct email with them.
User Is Not Receiving Emails from Liscio
Work through the following checks in order:
Confirm the email address. Verify that the email address on the Contact profile exactly matches the inbox the user is checking. This is especially common with spouses or clients who have multiple email addresses. Double check for typos such as one too few lowercase Ls, or a mix up of zeros and the letter O.
Check spam/junk. Ask the user to check their spam or junk folder.
Whitelist Liscio emails. Some email providers — particularly
.eduand.govaddresses — have strict firewalls that may block Liscio emails. The user or their IT team may need to whitelist emails from Liscio.Newly created email address (rare): If the email address was brand new and added to Liscio immediately after creation, the initial email from Liscio may have bounced before the inbox was fully provisioned. This can cause our server to block that address. Contact Liscio support if you suspect this has occurred.
Multi-Factor Authentication (MFA) Issues
If the user is being prompted for an MFA code:
The code should be in an authenticator app on their phone (e.g., Google Authenticator, Authy).
If the user cannot find the code or has a new phone:
If their login email is Google or Microsoft (Outlook): Have them sign in using the Sign in with Google or Sign in with Microsoft option, then disable MFA from within their account settings.
If that is not an option: The firm should contact Liscio support for further assistance.
Activation or Reset Password Button Does Nothing
If the user clicks the pink Activate Account or Reset Password button and nothing happens:
Some email providers disable clickable buttons as a security precaution.
Solution: There is a URL link directly below the button. Have the user copy and paste that link into their browser.
"Link Has Expired" — User Already Activated Their Account
If a user who has already activated their account sees a "Link has expired" message:
This almost always means they clicked the Activate Account button a second time after their account was already active.
Steps:
Confirm the Contact is showing as Active in Liscio.
Direct the user to log in using the login link displayed just above the Activate Account button in the email, or send them the direct URL to the firm's Liscio portal.
If they are on mobile, direct them to download the Liscio app.
"Link Has Expired" — User Has Not Yet Activated
If a user who has never activated their account sees a "Link has expired" message:
Check the Contact profile to confirm their status:
If status is Expired: The invitation expires after 7 days automatically. Send a new invitation.
If status is Invited: The user has a valid invitation but is clicking on an older link.
Important notes on invitation links:
Every time a new invitation is sent, all previous invitation links are immediately invalidated for security purposes.
Any Liscio communication sent to a client — messages, tasks, requests, files — includes an Activate Account button and counts as an invitation, resetting all prior links.
In Gmail especially, emails from the same sender can be grouped into a thread. The oldest email appears at the top when the thread is opened, meaning the user may be clicking an expired link without realizing a newer one exists below it.
Steps:
Ask the client to scroll to the most recent email from Liscio and click the activation link in that email.
Avoid sending multiple invitations in quick succession, as each one invalidates the last.