Troubleshooting: Most Common Issues When Signing up into Brella

Learn how to overpass any inconvenience while creating an account or trying to sign up to Brella for the first time.

To be covered: 

• Intro
• ISSUE 1: "Authentication required," "Email cannot be empty/Email can't be blank," "Link expired," "Verification needed," "User Access Denied," or "Email required"
• ISSU 2: "The login process is in a loop"
• Workaround - Personal device
• Screenshot developer console

Intro

Whether you're an admin, a sponsor, or are attending an event or community, login issues can prevent you from accessing Brella as intended.

Below, we'll go over some common issues experienced, as well as how to solve them. 

❌  ISSUE 1 - Errors when creating an account or logging to Brella as an Event organizer or Sponsor admin:

• "Authentication required,"
• "Email cannot be empty/Email can't be blank,"
• "Email required"
• "Link expired,"
• "Verification needed," or "User Access Denied."
• "Internal error". 

If you see any of these error messages above when creating an account or trying to login to Brella for the first time, it means the session expired for some reason. To fix that, scroll down to the bottom of the page and click on "Cancel".

After that, restart the session by inputting your email and following the steps to create your account successfully.

❌ ISSUE 2: "The login process is in a loop"

What type of device are you using? (work- or personal laptop or mobile)

• If it's a company device and network (pc/laptop and internet connection), ask your company's IT team to allow list our domain:
  • next.brella.io
• If it's a personal device and network (such as own computer or home internet connection), we suggest editing the browser settings to allow Brella, preferably using Google Chrome:
  1. Click the three horizontal lines icon on the far right of the Address bar.                           👇
     
  2. Click on Settings, scroll to the bottom and click the Show Advanced Settings link.
  3. Click on Change proxy settings.
  4. Click the Security tab > Trusted Sites icon, then click Sites.
  5. Enter the URL of your Trusted Site, then click Add.
  6. Click Close > OK.

Do you have VPNs, Adblockers, or Autofill extensions in use?

Suppose the above steps did not fix the access issues on your laptop. In that case, this could be due to more complex firewall setups, and we do not encourage any participant to deactivate such settings on your personal device or network. It could put at risk your device and data. 

Therefore, we insist you to ask your IT team to allow list our domains or opt in on using a personal device or email for the event.

Recommended Operating Systems to use Brella:

Apple macOS, Microsoft Windows, and Google's Android OS.