Console login fails silently after submitting credentials: gather diagnostic details to identify root cause

Android

If you're unable to log in to the Esper Console and the page doesn't show an error message, follow these troubleshooting steps to diagnose the issue.

Before you begin

Gather the following information about your login attempt:

The exact URL you're using to log in (for example, https://[tenant-name].esper.cloud)
A description of what happens when you submit your credentials — does the page reload silently, show a loading spinner that never completes, or display an error message?
Your browser name and version
Your operating system
Whether you're using a VPN

Step 1: Verify your login URL

Make sure you're using the correct login URL for your tenant. Log in to https://[tenant-name].esper.cloud, replacing [tenant-name] with your organization's tenant name. Avoid using generic login pages if your organization has a specific tenant URL.

Step 2: Clear your browser cache and cookies

Cached session data can prevent login. Clear your browser's cache and cookies, then try logging in again. Alternatively, open an incognito or private browsing window and attempt login there without any cached data.

Step 3: Check for browser console errors

Open your browser's developer tools and look for error messages:

Press F12 to open developer tools
Click the Console tab
Attempt to log in again
Take a screenshot of any error messages that appear

Step 4: Try a different browser

Test your login in a different browser (Chrome, Firefox, Safari, Edge) to rule out browser-specific issues.

Step 5: Verify your account status

If you have admin access to your Esper tenant, check whether your account is active and verified:

Log in with a different admin account (if available)
Navigate to Console → Account Management → Users
Find your account in the user list and confirm it shows as active
Check that your email address is verified (no pending verification status)

Step 6: Verify email confirmation

If your account was recently created, you may need to complete email verification before you can log in. Check your email inbox (including spam) for a verification message from Esper. Click the verification link in that email and try logging in again.

Step 7: Check SSO or SAML configuration

If your organization uses single sign-on (SSO) or SAML authentication, verify that:

Your identity provider (IdP) is properly configured in your Esper Console settings
The email and NameID attributes in your IdP match what Esper expects
Your user account exists in your IdP and is active

Refer to the SSO setup documentation for your identity provider and compare it against Esper's SSO configuration guide.

Step 8: Take a screenshot or screen recording

Capture a screenshot or short video of your login attempt, including the exact behavior when you submit your credentials. This visual record is essential for diagnosing silent login failures.

Still need help?

If you've completed all the steps above and still cannot log in contact Esper Support. Provide the following information in your support ticket:

Your tenant name
Your registered email address
A screenshot or screen recording of the login attempt
The exact behavior when login fails (silent reload, endless loading spinner, or specific error message)
Your browser name and version
Whether you use SSO/SAML authentication
Whether other users on your tenant can log in successfully