Home SpatialKey Basics Troubleshooting

Why Can't I Log In or Why Am I Being Redirected to Login?

Short Answer

Login failures and redirect loops are most commonly caused by an expired session cookie, a browser blocking third-party cookies, or a Single Sign-On (SSO) misconfiguration. Opening an incognito window is the fastest way to determine whether the issue is browser-specific or account-specific.

Common Causes and Fixes

Cause 1: Session Cookie Has Expired

Symptom: You were logged in, navigated away or left the tab open for an extended period, and now clicking any link or refreshing the page redirects you back to the login screen.

Fix:

  1. Log in again with your SpatialKey credentials or SSO provider.
  2. If you are frequently being logged out after short periods, check whether your browser is configured to clear cookies on close or on a timer.
  3. Confirm that your browser's cookie settings allow cookies from the SpatialKey domain.

Cause 2: Browser Is Blocking Third-Party Cookies or Has Cookie Restrictions

Symptom: You enter correct credentials on the login page but are immediately redirected back to login again (a login loop). No error message is shown, or the page simply reloads.

Diagnostic step:

  1. Open a new incognito / private browsing window in your browser.
  2. Navigate to the SpatialKey login URL and attempt to log in.
  3. If login succeeds in the incognito window but not in your regular browser session, a browser extension, cookie setting, or stored corrupted cookie is the cause.

Fix:

  1. In your regular browser, clear cookies and cache specifically for the SpatialKey domain:
    • Chrome: Settings → Privacy and security → Cookies and other site data → See all cookies and site data → search for your SpatialKey URL → delete.
    • Firefox: Settings → Privacy & Security → Cookies and Site Data → Manage Data → search and delete.
  2. Disable browser extensions one at a time (especially ad blockers, privacy extensions, and cookie managers) to identify if one is interfering.
  3. Ensure the browser is not set to Block all cookies or to block cookies from the SpatialKey domain specifically.
  4. Try in a different browser (Chrome, Firefox, Edge, Safari) to isolate whether the issue is browser-specific.

Cause 3: SSO / SAML Misconfiguration or Identity Provider Issue

Symptom: Clicking Log in with SSO (or your organization's SSO button) redirects to your identity provider's login page, but after entering credentials you are returned to the SpatialKey login screen without being authenticated. An error such as SAML response was not valid or Authentication failed may appear.

Fix:

  1. Confirm you are using the correct email domain for your organization's SSO connection. Some organizations have multiple SSO configurations for different email domains.
  2. Try the incognito window diagnostic (see Cause 2 above). SSO tokens use cookies and can be affected by the same browser restrictions.
  3. If you have never logged in before and this is your first attempt via SSO, confirm with your IT administrator that your account has been provisioned in both the identity provider (Active Directory, Okta, Azure AD, etc.) and in SpatialKey.
  4. If SSO was recently reconfigured or certificates were updated, the SSO connection may need to be revalidated by your SpatialKey administrator. Contact SpatialKey Support with the error message and your organization's SSO type.

Cause 4: Password Reset Link Has Expired

Symptom: You clicked a password reset or invitation link from an email and see a message such as Your password reset link has expired or This link is no longer valid.

Fix:

  1. Password reset links are single-use and time-limited.
  2. Ask your SpatialKey administrator to go to Home → People, find your account, and click Reset Password to send a fresh password-setup email.
  3. Use the new link immediately — do not delay, as it will also expire after a set period.

Cause 5: Account Has Been Deactivated or Deleted

Symptom: Login fails with a message indicating your account is not recognized or you do not have access.

Fix:

  1. Contact your SpatialKey organization administrator. They can confirm your account status from the People tab.
  2. If your account was deleted, a new account must be created and permissions re-established.
  3. If your account was inadvertently deactivated, your administrator can re-enable it.

Cause 6: Browser Is Out of Date or Using an Unsupported Version

Symptom: The SpatialKey application does not render correctly or the login form does not respond to input. Buttons appear misaligned or are non-functional.

Fix:

  1. SpatialKey supports current and recent versions of Chrome, Firefox, Edge, and Safari.
  2. Update your browser to the latest version.
  3. Try a different supported browser to confirm the issue is browser-version related.

Tips & Notes

  • The fastest diagnostic is always to try an incognito/private browser window. This bypasses cached data, extensions, and non-essential cookies in a single step.
  • If you can log in via incognito but not your normal session, clearing your browser's cookies for the SpatialKey domain will resolve most cases.
  • SpatialKey uses session cookies to maintain your login state. Browsers configured to block third-party cookies or to clear cookies on close will require you to log in each session.
  • If your organization enforces IP restrictions on SpatialKey access (a network-level setting configured by your administrator), you will not be able to log in from outside the allowed IP ranges (e.g., outside your VPN or office network).

Still Having Issues?

If you cannot log in after trying the above steps, contact SpatialKey Support. Provide your email address, organization name, and a description of the exact behavior you see after entering credentials. Do not share your password with support staff.