Before you begin: things to check
💡 Before diagnosing an issue, make sure that:
You have an active Modjo account
You are using the correct professional email address
You know your usual login method (password, Google, Microsoft, Okta)
You have access to your professional email inbox
Case 1 : I cannot reset my password
What you see
You forgot your password
You are not receiving the reset email
Error message: “User not found”
Step 1 - Start the reset process
Go to the Modjo login page:
👉 https://app.modjo.ai
Click on “Forgot password?”
Enter your email address
Click on “Send”
Step 2 - Check your email inbox
Check:
Your inbox
Your spam / junk folder
📩 The email contains a link valid for 24 hours
Step 3 - Create a new password
Your password must contain:
At least 8 characters
1 uppercase letter
1 lowercase letter
1 number
1 special character
A) Common issue: “User not found”
Possible causes:
Typo in the email address
Wrong email address used
Account not created
Solution:
Check the exact spelling of your email address
Try your different professional email addresses
Contact your Modjo administrator
B) Common issue: expired link
⏱️ The link is valid for 24 hours only
➡️ Simply restart the process from the beginning
📨 If you still do not receive anything after 30 minutes: contact support
Case 2 : SSO login (Google / Microsoft / Okta) is not working
What you see
The page keeps loading endlessly
Constant return to the login screen
Frozen screen after authentication
Step 1 - Check cookies and extensions
Most common causes:
Third-party cookies blocked
Browser extensions (AdBlock, etc.)
Corrupted cache
Step 2 - Clear browser cache
Depending on your browser:
Chrome / Edge: Settings → Privacy → Clear browsing data
Firefox: Privacy → Cookies → Clear
Safari: Preferences → Privacy → Website data
Then close and reopen your browser
Step 3 - Try logging in again
Click on “Sign in with Google / Microsoft / Okta”
Authenticate with your professional account
A) Common issue: “Password login is disabled”
👉 This means your company is in SSO-only mode
✔️ You must:
Use only the SSO button
Go through your identity provider
📨 If in doubt: contact your administrator
B) Common issue: account not recognized
Symptoms:
“This account does not have access to Modjo”
Redirection without login
Solution:
Make sure you are using your professional account
Click on “Use another account”
Log out from all your accounts, then log back in
Case 3: A browser extension is blocking the login
What you see
Blank page
ERR_BLOCKED_BY_CLIENT error
Unable to log in
Step 1 - Temporarily disable your extensions
Examples concerned:
AdBlock
uBlock Origin
Privacy Badger
Disable them, then reload the page
Step 2 - Add Modjo to the whitelist
Add:
👉 app.modjo.ai
in your extension settings
Step 3 - Test in private browsing
Open a private window
Access Modjo
Test the login
💡 If it works → an extension is indeed responsible
⚠️ Warning: private browsing may block cookies (see case 4)
Case 4: Unable to log in in private browsing mode
Why?
Browsers block third-party cookies in private mode, which are necessary for SSO.
Solution
Recommended:
Use a normal window
OR
Temporarily allow third-party cookies in the settings
Then reload the page and log in again
A) Common issue: “Cookies are disabled”
Check that:
Cookies are enabled
Modjo is allowed in the exceptions
Case 5: Technical error (Error 500, unexpected message)
What you see
“An error occurred”
Error code 500
Step 1 - Check your connection
Make sure you have Internet access
Reload the page
Step 2 - Wait a few minutes
⏱️ Incidents are rare and often temporary
📨 If the issue persists after 10 minutes without improvement, contact Modjo support. Please indicate:
The time of the error
A screenshot
Your email address
Your browser
👀 Best practices
✔️ Use an up-to-date browser (Chrome, Firefox, Edge, Safari)
✔️ Prioritize SSO if available
✔️ Add Modjo to the whitelist in your extensions
✔️ Avoid private browsing for work
✔️ Inform your admin in case of email address changes
💡 Practical information
Modjo does not block accounts. After 3 failed attempts, a 15-minute timeout applies.
If you see: “Password login is disabled” then your company is in SSO-only mode. Article here.
It is possible to use password + SSO unless your administrator has disabled password login.
If you no longer have access to your professional email: Contact your Modjo administrator. They will need to update your address.