Account login and password troubleshooting

TRULEO authentication vs. single sign-on

Your login experience depends on how your agency configured TRULEO:

• TRULEO authentication — You create a TRULEO password during signup. Use the Forgot Password link on the login page to reset it.
• Single sign-on (SSO) — You sign in with your department's identity provider (for example, Microsoft or Okta). Password resets follow your agency's IT procedures, not TRULEO's.

After clicking NEXT on the login page, you are routed to either TRULEO's login or your department's SSO interface.

Resetting your TRULEO password

If your agency uses TRULEO authentication (not SSO):

1. Go to app.truleo.co and click NEXT.
2. Click Forgot Password below the password field.
3. Check your email for a reset link (also check spam/junk).
4. Follow the link to enter a new password.

See Resetting your Password.

If your agency uses SSO, contact your IT help desk to reset your department password.

I can't log in after accepting my invite

1. Confirm you completed the full signup flow — password (or SSO), phone number, and PIN.
2. Check that you are using the email address that received the invitation.
3. If you see "phone must be unique", see Resolving "phone must be unique" during signup.
4. If your invite link expired, ask your administrator to send a new invite. See Troubleshooting user invitations.

Account locked or disabled

If your account has been disabled by your administrator or due to a security policy:

1. Contact your TRULEO administrator to confirm your account status.
2. If you do not know who your administrator is, contact support@truleo.co with your agency name and work email.

TRULEO support cannot re-enable accounts without verification from an agency administrator.

Login works but I see "Trial Expired"

Your account is active but your unlimited free trial has ended. Some features may be limited.

See Free trial extensions and expiration for how to extend your trial or move to an agency subscription.

Your PIN is separate from your login password. It authenticates Field Notes dial-in and SMS.

See Setting up your phone number and PIN.

Best practices

• Use a strong, unique password for your TRULEO account.
• Know whether your agency uses SSO before attempting a TRULEO password reset.
• Keep your registered phone number current if you use Field Notes dial-in or SMS.
• Contact your administrator first for access issues — they can verify permissions and account status.