Signals Notebook: Login, Password Reset, or Welcome Email Not Received

Use this article when users report login failures, “wrong email or password” errors, or missing password reset or welcome emails in Signals Notebook.

Step 1: Check Tenant Authentication Type (Required)

Password reset and welcome emails only apply to Auth0‑based tenants.

• Open the tenant URL provided by Revvity
  Example:
  https://customerdomain.signalsresearch2.revvitycloud.com
• If the URL redirects to:
  https://login.srp.revvitycloud.com/login?...
  → The tenant uses Signals (Auth0) authentication
• If there is no redirect, the tenant uses SAML or another external IdP
  • Password reset and welcome emails will not be sent from Signals
  • The user must authenticate via their organization’s IdP

“Wrong Email or Password” When Logging In

This error most commonly occurs due to one of the following:

• Incorrect password
  • Click “?” / Forgot Password on the login screen
  • For users on multiple Auth0 tenants, the password is shared across all
• User is not active or on the wrong tenant
  • The user may be deactivated, not added to the tenant, or using the wrong URL
  • Tenants can have multiple URLs based on authentication type
  • If the tenant does not use Auth0, password reset emails will almost certainly not be delivered
  • Resolution:
    • Confirm the user is active
    • Confirm the correct tenant URL
    • Have an admin add the user if missing
• Authentication method changed (SAML → Auth0)
  • The user may not exist in Auth0
  • Password reset emails will not be sent
  • Resolution:
    • Add the user to any Auth0‑based tenant
    • Have them set a password
    • Deactivate them from that tenant
    • The password will then work on the correct domain

Password Reset Email Not Received (Auth0 Tenants)

If the tenant uses Auth0 and no email is received:

• The user is likely not authorized for Auth0 on that tenant

✅ Admin actions required

• Log into the tenant (try alternate tenant URLs if needed)
• Go to SNB Config
• Select Add to Signals Authentication
• Save the changes

Once added, the reset email should be delivered.

Password Reset or Welcome Emails Blocked by Organization

Corporate email security is a common cause of missing emails.

• Ask the user to:
  • Check Spam / Junk folders
  • Contact their IT or Security team to whitelist Revvity / Signals email domains

Additional verification steps

• Deactivate and reactivate the user
  • Signals Configuration → Users
  • Deactivate, save, reactivate, then retry password reset
• Test with a personal email address
  • Create a test user using a personal email
  • If the email is received immediately, the organization is blocking Revvity emails
  • IT must allow the emails or issue a new address

Welcome Email Not Received

This usually means:

• The user already exists in Auth0
  • Use Forgot Password instead
• The tenant does not use Auth0
  • Forgot Password redirects to:
    https://connect.revvitysignals.com/login/
  • The user must log in using the tenant’s identity provider (e.g. SAML)

Still Unable to Log In?

Contact Revvity Signals Support and include:

• A full‑page screenshot of the error
• Browser name and version
• Network log from a login attempt