If you're unable to log in to the Soldo web app, there are a few things that can cause this. Some issues relate to Strong Customer Authentication (SCA), which adds an extra layer of security and uses the Soldo mobile app to approve your login. Other issues are more straightforward, like entering your details incorrectly. This guide covers both so you can fix the problem quickly.
Check the basics first
Before looking at SCA-related steps, make sure the following standard login checks are done:
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Enter your email and password carefully.
Check for typos, misplaced characters, or switched letters. -
Don’t copy and paste your login details.
Pasting can add hidden spaces or special characters that stop the login from working. -
Check for extra spaces.
Make sure there are no spaces before, within or after your email, account ID or password. -
Remember that passwords are case sensitive.
If you use capital letters, make sure you’re entering them in the right place.
If your login requires SCA
SCA helps protect your account by asking you to approve logins through the Soldo mobile app. If something interrupts this step, you may not be able to complete your login. The checks below will help you get back on track.
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Update your Soldo mobile app.
SCA approvals rely on the mobile app, so make sure you’ve installed the latest version and any available updates. -
Confirm you’ve been given access to the mobile app.
If login approvals aren’t coming through, ask your Super admin or Manager to check that mobile access is switched on in your user profile in the web app. -
Check that the correct mobile number is saved to your profile.
If the number is wrong, you won’t receive the approval request. -
Check your approval centre in the mobile app.
Sometimes the SCA notification doesn’t appear as a push alert. Open the app and check the approval centre to see if a login request is waiting. -
Try again if your approval session expired.
SCA requests are time-limited. If the request expired, return to the web app login page and start again. -
Still unable to log in?
Email us at businesssupport@soldo.com and we’ll help you resolve the issue.