Hi I recently changed our subdomain from "Kopilot" to "Copilotconsultingllc". This action resulted in logging everyone out of their retool mobile apps and now no one can log in again.
I am seeing different errors for different users.
One user reported that when opening retool on their mobile phone (iphone) and trying to log in, it asks them to sign up to retool as if they are setting up a new organization.
On my phone, I am seeing this error: "It seems like your email address belongs to multiple Retool organizations. We've sent you a list of these organizations to your email. Check your inbox and visit the organization's login link to continue" . I do receive an email and when I select one of the organzations, I successfully log in.
My question:
Why are some people able to log in, but others must sign up when they go on google sign in?
Why do I have two organizations? and how can I remove the old one?
Why am I not able to make my users sign in using email and password?
When the app was working, I never had SSO on, but for some reason when people clicked on sign in with google, they just accessed the app.
For some of these cases, my gut is that some of your users may have an old cache resulting in the app trying to still log into the old organization. Can try uninstalling/resinstalling or deleting the app cache.
First off, @Robin_Pham's suggestion is a good one. One note is that clearing the app cache for iOS (and possibly iPadOS) devices takes a few steps. You'll need to uninstall the Retool app, restart the device, and then reinstall.
To further clarify what's going on here, the Retool app takes users to the login.retool.com domain when initially authenticating them. Based on the credentials they enter, Retool identifies which organizations that particular user is a member of. If the answer is none, it prompts them to create an org. If one, it simply logs the user in. If two or more, it sends them an email with specific login links for each organization.
This helps explain some of the behavior that you're seeing, specifically:
Users trying to log in with Google that have not previously done so (and thus don't have a GoogleID anywhere in Retool) are prompted to create a new organization. Those that have previously registered a GoogleID with Retool are instead logged in. Looking at your org, most users seem to have a GoogleID registered, meaning they've signed in with Google SSO at some point.
Do you remember the name of the second org? You might be able to find it if you still have the login email. You should be able to log in there and archive your account.
This is definitely possible. First, users will need to unlink their accounts from Google view the account menu shown below.
Afterwards, you can disable SSO for your organization - make sure that you remove all previous SSO configurations, as well. Note that the "Login with Google" option will still shown up on the login.retool.com portal, though!
Let me know if you continue to experience issues or have any follow-up questions!
