Every OneLogin implementation is different, so we leave it to you to modify this FAQ template to create onboarding and help documentation that works best for you and your employees.

What is OneLogin?

OneLogin provides a cloud-based identity and access management (IAM) solution that offers single sign-on (SSO), making it easier for companies to secure and manage access to web applications. OneLogin lets you sign in once and get access to all of your cloud applications without having to sign into them separately.

Where do I start?

Go to <yourcompany_subdomain>.onelogin.com in your browser and enter your username and password. In the OneLogin portal ("App Home"), you'll see the apps that your administrator has assigned to you. For more information, see Using the OneLogin End-User Portal.

Click any app to launch it. For many apps, the administrator has set your app username and password for you and the app will just open. But if the app requires you to provide your username and password, a dialog will open the first time you try to launch your app to ask you for your username and password. For example, if your administrator gave you access to Box but didn't configure your Box credentials for you, you'll be prompted to enter your Box username and password. Enter them once, and you'll never have to type them again unless you want to change them.

What username do I use for OneLogin?

Your username is your primary company email address.

What password do I use for OneLogin?

Your password is your primary company email password. 

I forgot my password. What do I do?

Click FORGOT PASSWORD on the OneLogin login page and follow the prompts. Depending on how your administrator has configured OneLogin, you might have a Reset code sent as a text or email. You may also be asked to answer security questions. Once you enter the code and/or answer the security questions on the OneLogin reset password dialog, you'll be able to reset your password.

I got locked out of OneLogin. What do I do?

If your administrator allows it, you can simply use the FORGOT PASSWORD process, as described above.

If not, contact your OneLogin administrator.

How do I change my password?

Log into OneLogin, go the User menu and select Profile. On the Profile page, click Change Password.

You can also click FORGOT PASSWORD on the OneLogin login page.

Why am I allowed to configure my login and password for some apps and not others?

Some apps are configured so that your administrator defines your login credentials, some are configured so that your OneLogin credentials are automatically used as your app credentials, and others are configured so that you can define your own login credentials. You'll know which credentials you can configure yourself by clicking the Edit button on the OneLogin portal (App Home). The apps that don't let you update your login and password are grayed-out. The ones you can update are displayed normally. Click any of these app icons to edit your login credentials.

Personal Apps always let you update your login and password. In fact, admins can't even see your personal apps.

I reset my OneLogin password, and now I can't access email from my smartphone. What do I do?

Your administrator may have configured your email app to use your OneLogin password as the app password. The email password is therefore updated automatically when you reset your OneLogin password. Your smartphone's native email client (your iPhone "Mail" app, for example) doesn't know about the changed password, however. You'll have to use your phone's native email setup screen to update the password to the same one you're using for OneLogin.

What are OneLogin browser extensions, and why do I have to download one?

Some apps require a OneLogin browser extension (or plug-in) to log you in. The first time you log into such an app, OneLogin prompts you to download the browser extension. Just follow the link in the message. You can also download it from:

https://www.onelogin.com/downloads/browser-extensions

There are extensions for Chrome, Firefox, Safari, and Internet Explorer.

Make sure to turn off pop-up blockers for OneLogin, or the browser extension will not download.

How do I access cloud apps through OneLogin on my phone or tablet?

The OneLogin Mobile app lets you access all of your OneLogin-managed cloud apps with just a four-digit PIN or touchID. On your phone or tablet, go to the iOS App Store, Google Play App Store, or Windows Phone Store. Search for and install OneLogin Mobile. The first time you launch it, you'll be prompted for your OneLogin login and password and asked to create your four-digit PIN or authorize touchID. For more information, see OneLogin Mobile.

How do I set up my <your multifactor authentication (MFA) provider here>?

<This depends on the MFA provider you use. Here we answer as if your organization uses OneLogin's OTP app. There are end-user instructions for registering most MFA devices with OneLogin in Multifactor Authentication.>

On your phone or tablet, go to the iOS App Store, Google Play App Store, or Windows Phone Store. Search for and install OneLogin OTP. Then follow the instructions in MFA: OneLogin OTP App to register your phone or tablet with OneLogin.

How do I use <your multifactor authentication (MFA) provider here>?

<This depends on the MFA provider you use. Here we answer as if your organization uses OneLogin's OTP app.>

After you install OneLogin OTP on your phone or tablet and register it with OneLogin, you'll have to provide your one-time password (OTP) any time you log into OneLogin when you're away from the office. This provides an extra level of security for you and the company.

1. The OneLogin login page prompts you for your login, password, and OTP; enter your regular login and password.
2. Go to your phone or tablet and open the OneLogin OTP app.
3. Click Send Code to send the OTP to OneLogin.

When OneLogin receives the code, OneLogin will open. You can also enter the OTP code manually on the OneLogin login page instead.

How do I add an app to my App Home?

If you want access to additional workplace apps, contact your OneLogin administrator.

If you want to add personal apps:

1. Click
2. Search for the app you want and select it.
3. On the app's Configuration page, accept or change the display name, and click Save to add the app to your App Home page.
4. Click the app icon on your App Home page.
5. Enter a login and password and click Continue to save your credentials.

What happens if I try to log into an app directly from my browser?

It can be convenient to start your day in the OneLogin portal and open your apps from there. But you can also open an app directly from your browser. If you've already logged into OneLogin and your OneLogin session hasn't timed out, the app will open without asking you for your login and password.  If you haven't logged into OneLogin--or your OneLogin session has timed out--the browser will redirect you to the OneLogin login page.  Just enter your OneLogin credentials to open your app.