Troubleshoot login issues for Collections users

You've cleared your browser cache and you've tried logging in from a different browser, all to no avail. Before contacting Support, attempt these remedies.

Fix SSO login issues

If a new or upgraded user cannot sign in via SSO, use these checks to isolate the issue.

• Sign in with the same email address but use all lowercase letters. Mismatched case can cause login issues.

• Confirm that the user exists in your identity provider (e.g., Azure AD) and that their IdP email matches the one in Billtrust.

• Attempt a standard password login (if enabled) to distinguish between application access issues and IdP configuration problems.

  • If password works but SSO fails, focus on IdP assignment and claims.

• After correcting IdP settings, have the user sign out completely and retry SSO.

Delete old bookmarks

Saved bookmarks and outdated links can point to retired pages or carry stale session data that blocks login. Type the platform URL manually in the address bar instead of using a bookmark or auto-filled link from old emails. Once you log in successfully, recreate your bookmark from the current page.