# FAQs

User Registration and Login : FAQs 

a) I’ve not received my OTP 

* Either the learner-service is not working or failures at MSG91/Sendgrid side.  
* Also the limit exceeded in MSG91/Sendgrid. 

b) My login is not successful (SSU) 

If all users or majority of the users are impacted then it could be an issue with Keycloak or learner service.  

* Check for authentication failures b/w portal/app to keycloak 
* Check for user lookup failures b/w keycloak and learner service 

b) My login is not successful (SSO) 

* Could be an issue with state portal/state token. 
* State is not in whitelisted state list 
* School is not registered with us 
* Check for authentication failures b/w portal/app to keycloak 
* Check for user lookup failures b/w keycloak and learner service 
* Check for user read with external id failures in learner service 

 

c) I’m not able to register/create an account (SSU) 

* Check for failures b/w portal/app and user exists API 
* Check for authentication failures b/w portal/app to keycloak 
* OTP generation failures 
* OTP verification failures 
* User signup API (SSU) failures in learner service 

c) I’m not able to register/create an account (SSO) 

* Could be an issue with state portal/state token. 
* State is not in whitelisted state list 
* School is not registered with us 
* Check for authentication failures b/w portal/app to keycloak 
* Check for user lookup failures b/w keycloak and learner service 
* Check for user read with external id failures in learner service 
* OTP generation failures 
* OTP verification failures 
* Migrate User failure if already have an SSU account with same email or phone 
* User create(v3/create) API (SSO) failures 

 

d) I’m not able to migrate my account 

* Migrate User API failure  

 

e) I’m not able to merge  

* Merge User API failure  

 

f) Unable to update my profile page 

* User Update API failure in learner-service 

g) My location details are shown incorrectly in the progress exhaust/profile page 

* User Update API failure in learner-service