Troubleshooting
| What the user sees | Likely cause | Fix |
|---|---|---|
| Signs in at your provider, then refused by Retorio | Not invited, or invited with a different address | Invite them with the address your provider sends |
| Refused after a long gap | The invitation expired before the first sign-in | Resend the invitation from the admin app or the API |
| Sign-in button does nothing | Pop-up blocked by the browser or a policy | Allow pop-ups for coaching.retorio.com |
| Error at your provider | The user is not assigned to the application, or a setup value does not match | Check the assignment and the setup values |
| Started from a portal tile | Sign-in must start at Retorio | Use the login link |
| Everyone fails from one day on | Signing certificate or client secret rotated or expired | Send the new one to your Retorio contact |
Retorio is GDPR and DSGVO compliant, EU AI Act aligned, ISO 27001 certified, and hosted on Google Cloud with EU data residency. For anything specific to your rollout, ask your Retorio contact.