Use this runbook when users cannot access MailSlurp accounts.
Step 1: Confirm which login path the user should use
| Account type | Correct entry point | Common mistake |
|---|---|---|
| Personal account | app.mailslurp.com/login | Using organization portal URL |
| Organization-managed account | Organization-specific login URL | Using personal login and creating a separate account |
| SSO-enabled enterprise account | IdP/SAML entry route | Trying password login on an SSO-only org |
If you are unsure, ask your admin for the exact organization portal URL.
Step 2: Resolve credential access issues
Magic-link email not received
- check spam/junk and corporate quarantine
- verify the exact email address used for invite
- confirm the org portal is correct before retrying
Password login fails
- verify password login is enabled for your plan/org policy
- reset password from the login page if available
- if SSO is enforced, use SSO instead of password
Step 3: Validate organization membership
If login succeeds but organization data is missing:
- confirm the user is still assigned to the organization
- verify role permissions for the requested action
- re-send invitation if account state is stale
Org admin workflow: manage organization users.
Step 4: Security checks for admins
- remove stale users immediately after team changes
- enforce least-privilege organization roles
- rotate API keys tied to deprovisioned users
- document which login method is canonical for each environment
Escalate to support with this context
Include:
- user email address
- login path used (personal, org portal, SSO)
- timestamp and error message screenshot
- organization slug (if applicable)
Contact: /support/contact/