Overview

If you can’t sign in to Khoros Marketing (including missing verification code emails during multi-factor authentication (MFA)) or password reset fails with "An unexpected error has occurred. Click here to return to the login page. If the problem persists, please contact support@khoros.com.", the most common causes are user/account state issues (for example, the user is deleted, inactive, or locked) or using the wrong sign-in method (for example, a Brand Key is required).

This article provides a step-by-step triage workflow you (and your organization’s Khoros Marketing administrators) can follow to restore access.

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If the user reports "Incorrect Email or Password or Invalid Token or Brand Key", confirm whether the login page shows the Sign in with a Brand Key option and whether the user is expected to use a Brand Key for their organization. (This error text and the Brand Key workflow are covered in internal Unified Access troubleshooting runbooks.)

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Solution

1. Confirm you’re using the correct sign-in path (standard vs SSO vs Brand Key).
   • If your company uses Single Sign On (SSO), sign in through your organization’s SSO portal (or contact your IT team if you can’t access that portal).
   • Otherwise, go to https://login.app.khoros.com/ and sign in with your email address and password.
   • If your organization uses a Brand Key, select Sign in with a Brand Key and enter the Brand Key as instructed by your administrator.
2. If you reach the verification code (MFA) step but don’t receive the email:
   • Check your spam/junk folders and use Resend Code on the login screen.
   • Confirm you’re signing in with the correct (active) email address. Verification codes are only sent for active users able to sign in; if an invalid or inactive email is entered, a verification code will not be sent.
   • The verification-code email is sent from noreply@khoros.com with the subject "Your verification code for Khoros".
   • If your administrator recently removed or deactivated your user, ask them to confirm the user exists and is active in user management before retrying MFA.
3. If your account is locked (too many failed password or verification-code attempts):
   • Ask a Company Admin/Manager for your organization to unlock your user in Khoros Marketing user management, or,
   • Reach out to the Khoros Marketing Support Team for assistance.
4. If password reset fails with "An unexpected error has occurred":
   • A common cause is that the user account was deleted in your Khoros Marketing instance; in that case, self-service password reset cannot complete.
   • Ask your Khoros Marketing instance administrator to confirm whether your account exists in the instance’s user list.
   • If the user is missing, the instance administrator must recreate the user (using the correct email address) and assign the appropriate roles/permissions, then the user should retry login.
   • If login still fails after the user is recreated, retry in a private/incognito browser window or clear cookies for the login domain to remove stale login state.
5. If you see "Invalid email or password" after a password reset:
   • Verify the email address used for login matches the email address registered for the account (double-check for typos).
   • Retry login using the corrected email address and the most recently reset password.
6. If none of the above resolves the issue, contact Khoros Support and include:
   • Your organization/company name.
   • The exact login URL you’re using (SSO portal URL if applicable, or https://login.app.khoros.com/).
   • The affected user email address.
   • The exact error text (or screenshot) and the date/time it occurred.
   • Whether you can reach the MFA screen, and whether you receive any emails.

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Support Troubleshooting:

1. Make use of the Ingest Debugger login audit logs (https://ingest-debug.spredfast.com/vpc/c/audit-records)
2. To check if the user is assigned to an instance or disabled:
   1. Open the Internal Marketing Superadmin app
   2. Settings > Admin > Impersonate > Users
   3. Look up the email address of the user
   4. You need to see "Marketing" or "Care" under product
   5. Check if there is a BrandKey value, the user will need to fill this in (if it's not passed as a parameter in the login URL they are using already)

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References

• Signing in to Khoros Marketing
• Khoros Marketing Login Fails and Password Reset Shows “An unexpected error has occurred”
• Add, remove, and manage users
• Resolving “Invalid Email or Password” Error After Password Reset
• Contact Khoros Support