There is a separate troubleshooting guide for this topic, see here.

After you have completed the order & payment procedure, a confirmation message is displayed on the screen and an email containing a download link is sent immediately. If you do not receive our email within half an hour, something is wrong.

Possible causes:

• You have not properly completed the order & payment procedure.
• You have used an email address which differs from the email address that you have checked.
• You have used an invalid or non-existing email address when you completed the order.
• Our email has ended up in your Spam folder.
• There may have been a problem with the email server, either our or your.

Possible solutions:

• Check the Spam folder of your email client.

• If you have created an account with us, log into your account and check your order(s) as follows:
  > Log into your account, click here.
  > Check your orders: User Menu / Your account & orders / Your orders.
  > Click on the order number, then scroll down and click on the download link (this does NOT work for updating your software).
  

• If you do not have an account with us, or the above procedure does not work for you:
  > Check the other email address(es) that you may be using.
  > Make sure that the email address which you have used does indeed receive emails (by sending a message to yourself). If not, please contact us for support (provide the ordered product, the order date and the email address that you have used for the order).

• If none of the above works, please contact us for support and provide the ordered product, the order date and the email address that you have used for the order.

When the install package size exceeds the maximum allowed upload size set by PHP, Joomla! will throw an error and the plug-in package will not be installed.

Cause:

• The install file size exceeds the configured maximum of the PHP upload size of your website or ISP.

Solution:

• If you have access to the PHP configuration, increase the settings of upload_max_filesize and post_max_size in the file php.ini, OR contact your ISP to do this for you.
  This is the recommended solution, because the install package size is not really that big, so you will likely experience this problem with other extensions as well, sooner or later.
  
• Workaround if the above solution fails: remove the documentation (PDF) files from the installation (ZIP) file and retry. Make sure to keep a copy of the original installation file!

After having installed and enabled the plug-in (see documentation), you should check - BEFORE you log out from the back-end - whether you will not be locking yourself out from the front- and back-end:

• While leaving the back-end open, open the website's home page (front-end) in a separate tab or window, for example by clicking the Preview or View Site link at the top of the back-end page.
• Log into the home page (front-end), not necessarily as an administrator, and log out again.
• If you see no errors upon logging in or out, you are OK. You may log out from the back-end.
• If you see errors upon logging in or out, disable both the Login One! authentication and user plug-ins and enable the standard Joomla! authentication and user plug-ins instead. The Login One! plug-in is not functioning correctly.

If your plug-in is updated through the Joomla! 'one-click' update system, please see here.

Authentication plug-ins can be critical and on top of this, the Joomla! 3.x core software has seen several significant revisions since its first release. Some of these revisions affect the user log-in process and therefore the Login One! plug-in.

We want to make sure that our software performs to expectation. We have temporarily restricted the installation of the Login One! plug-in to the Joomla! versions that we have tested and verified, so that the chances of locking yourself out from your website are minimised.

Possible cause:

• The plug-in version that you are trying to install has not (yet) been verified and released for the Joomla! 3.x core version that you are using.

Possible solution:

• Check your version of the plug-in and update both the authentication and the user plug-in if possible and necessary.
• If you already have the latest version, check again later for a new update.

How to check your version:

• In the authentication plug-in description, next to the plug-in logo, you will find the following text: "Is this the latest version? Click here". Click the "here" link and you will be taken to our web page.

You can't get access and you are seeing a notice telling you that your username/password are wrong or that you do not have an account.

Possible causes:

• You have most likely not carried out the After installation check mentioned under 4.
• If you see an error saying "Could not load authentication libraries", you have probably disabled the standard Joomla! authentication plug-in while not having enabled the Login One! plug-in OR you have disabled/uninstalled the Login One! plug-in and forgot to enable the standard Joomla! authentication plug-in (see Manual, section 'Uninstalling the plug-in').
• You are not using the latest version of the plug-in.

Possible solution:

• If you are still logged into the back-end, it's your lucky day. Check the version of the plug-in and update both the authentication and the user plug-in if necessary. Then make sure that both the Login One! authentication and user plug-ins are enabled.
• If you have logged out from the back-end and can't get back into the back-end, there is no other way than to regain access by directly editing the MySQL database of the website, see Regaining back-end access after lock-out. After this, you can enable the Login One! authentication and user plug-ins through the back-end.
  

Even after waiting ages for the other session to expire, you can't get access to your website and the Login One! plug-in continues to notify you that multiple log-ins are not allowed.

Possible causes:

• Another session using the same user credentials is still open and the other session is either still active or the website has been configured with a very long session life time.
• The website does not have the overrides installed and the standard Joomla! install keeps the other session alive even if it's not active any longer (see here for more info about this behaviour).
• You are using the freeware Trial Edition of the plug-in, which also blocks a second log-in by the same user, on the same device (i.e. it always operates under Strict Mode, see below)..
• You are not using the latest version of the plug-in.

Possible solutions:

• Reduce the session life time in the website global configuration.
• Install the overrides (Premium and Business Editions only). The Login One! freeware editions do not have the override option.
• If you are using the freeware Trial Edition, consider purchasing the Premium Edition or the Business Edition of the plug-in. These include the configuration option to set the so-called Strict Mode to NO, which allows multiple concurrent log-ins by the same user on the same device.
• Check the version of the plug-in and update both the authentication and the user plug-in if necessary.

The following applies to the Business Edition only.
Despite that you have configured the 'maximum allowed sessions' to a value of 2 or greater, the plug-in is blocking all multiple log-in attempts.

Possible cause:

• You have not configured any allowed user groups, meaning that no user groups and therefore no users are allowed to have multiple log-ins. This is the default behaviour of the plug-in.

Solution:

• Configure the option named 'Allowed user groups' (near the top) and select there which user groups will be allowed multiple log-ins according to the set 'maximum allowed sessions'.
  NOTE: Including the user group 'Public' in the selection will disable the option.

Only the freeware/trial edition of the plug-in has a link to the Innato website in the 'log-in blocking notice'. The paid editions (Premium and Business) include the option to configure your own notice, in your own language.

The plug-in is rightfully denying access to multiple log-in attempts, but the notification that multiple log-ins are not allowed is not displayed at the front-end.

Possible causes:

• Your website is using a template that does not have the system messages included correctly.
  If the website is using the standard Joomla! login module, you can check this by logging in while using 'gibberish' credentials, e.g. username xxx and password xxx. You should see a message saying that your credentials are wrong. If not, the front-end template is likely the problem.
• It is not the Login One! plug-in but some other extension that is denying access.

Possible solutions:

• Modify the template to properly include system messages.
  The body should include the code <jdoc:include type="message" />
• Enable the standard Joomla! authentication and user plug-ins. Then disable the Login One! plug-ins (both authentication and user) and check again.

Possible cause:

• The user being blocked has been assigned to two or more User Groups and the option User Group Priority is set to 'most restrictive'.

Possible solution:

• Allow multiple log-ins to the other User Group(s) as well, OR set the related User Group Priority to 'least restrictive'.

Possible causes:

• You are using a Super User account. Super Users are never blocked.
• You are using an account that has been assigned to two user groups, one of which is the Super User group. Addition for Premium and Business Edition only: AND you have set the User group priority to 'least restrictive'.
• The authentication plug-in has not been enabled/published.
• You have not disabled the standard Joomla! authentication plug-in.
• You are not using the latest version of the plug-in. Check the version of the plug-in and update both the athentication and the user plug-in if necessary.
• The plug-in scope has been set incorrectly, for example to 'back-end only'.
• Your account has been allowed multiple log-ins, see plug-in configuration.
• You are logging in from the same workstation while the plug-in Strict Mode has been set to NO.
• The authentication plug-in is not fired first; put it at the top of the plug-in list.
• Something went wrong during plug-in download and/or installation: download and/or install both the complete plug-in package again.

Possible causes:

• The Joomla! Session Handler configuration has been set to "PHP" or "None".
• You have changed the plug-in configuration while a user was logged in.

Possible solutions:

• Set the Joomla! Session Handler to "database" (Back-end admin / Global config / System).
• Allow for some time for a new configuration to settle.

Possible cause:

• The installed Joomla! update has probably changed the user log-in/log-out process in a way that is not compatible with the Login One! plug-in. For this reason, we recommend to always check and update the plug-in BEFORE updating the Joomla! core.

Possible solution:

• If the plug-in is now locking you out from the back-end (you see an error or the notice that your credentials are wrong), try to get access to the back-end through a Super User account. If this does not help, then see under Regaining back-end access after lock-out.
• If the plug-in is not locking you out from the back-end, but is merely performing incorrectly, then check for plug-in updates and install the latest updates if available. If things are still not OK, you may check the other cases in this guide, or have a look at the plug-in documentation, or have a look at the forum, or contact us for support (Premium and Business Editions).

Possible cause and solutions:

• This is the correct behaviour of the Standard (freeware) Edition

The following is for the Premium and Business Edition only:

• You have not installed the so-called override or the current override has become inactive because you have updated the Joomla! core software. Log into the front-end with Super User credentials, then log out and try again with the other account. If this doesn't work, uninstall and re-install the Login One! override, see documentation.
• The current override may have become inactive because you have installed/updated a 3rd party login extension. Uninstall and re-install the Login One! override, see documentation.

The following applies to the Business Edition only.
You have configured the plug-in notification to NOT show the notification part 2 that specifies the remaining waiting time; despite this, the message is still being shown.

Possible cause and solution:

• This option has been introduced with Joomla! version 3.6.1 and bugfixed in plug-in version 2.3.0. Solution: Update your Joomla! core to 3.6.1 or higher, preferrably to the latest Joomla! version and update the plug-in to version 2.3.0 or later.

You are going to add a new user or edit a user at the back-end and the following notice is displayed:
"Trying to get property of non-object in <your Joomla! path>\administrator\components\com_users\models\user.php on line xxx".

Possible cause:

• Joomla! attempts to access the parameters of the Joomla! user plug-in, but this plug-in has been disabled as part of the Login One! setup.

Possible solution:

• Update your Joomla! to version 3.7.4 or later.

If all the above does not apply or has not solved the problem, then you may want to try this.

Possible causes:

• Your Joomla! install may be using the PHP Session Handler.
• Your PHP version is outdated.
• You have changed the plug-in configuration while a user was logged in.
• There is a bug in the extension.

Possible solutions:

• Check how the Joomla! Session Handler has been configured. The setting can be found (and changed) at the back-end under Global Configuration / tab System / Session Settings.
  If you set the Session Handler to 'Database', the problem may be gone. If the Session Handler has already been set to 'Database', then do NOT change it.
• Use a newer PHP version. Many ISPs provide an option in their admin panel to select the PHP version.
• Allow for some time for a new configuration to settle.
• Please contact us and tell us what you have observed. Do not forget to include your Joomla!, PHP and extension edition and version.

If you are using the Standard (freeware) Edition, you can skip this, because the freeware edition does not have the Login One! override.

• Log into the front-end with user credentials that are not allowed simultaneous sessions.
• Log into the front-end website with the same user credentials but using a different browser.
• You should see a notification saying that the second log-in has been denied.
• If the last sentence of this notification specifies a waiting time (in minutes), then the Login One! override is active.
  
  Note: The plug-in scope configuration must include the ‘front-end’.

This is a last-resort option, if anything else has failed.
You will need MySQL access to the database of the involved Joomla! website.

• Use MySQL Admin, phpMyAdmin or another MySQL program to connect to the website database.
• Open the table named prefix_extensions. The word prefix will have been replaced by some code.
• Look for the extension named plg_authentication_joomla (folder named authentication), get into the edit screen for this record and set the enabled field to 1. Save the record.
• Next, look for the extension named plg_user_joomla (folder named user), get into the edit screen for this record and set the enabled field to 1. Save the record.

You have now re-enabled the standard Joomla! access plug-ins. Try if you can get access to your website.

If you still can't get access, then you must additionally disable the Login One! plug-ins in a similar procedure:

• Connect to the Joomla! database and open the table named prefix_extensions.
• Look for the extension named Authentication - Login One! (or similar, in the folder named authentication), get into the edit screen for this record and set the enabled field to 0 (zero). Save the record.
• Look for the extension named User - Login One! (or similar, in the folder named user), get into the edit screen for this record and set the enabled field to 0 (zero). Save the record.
• There may also be an extension named System - Login One! (or similar, in the folder named system), get into the edit screen for this record and set the enabled field to 0 (zero). Save the record.

Your website has now been configured as if the Login One! plug-ins have not been installed.
If you still have no access, front- or back-end, the problem lies somewhere else, i.e. not with the Login One! plug-ins.

If you feel that a useful feature is missing from the plug-in or if you have a suggestion, please contact us.

• When you contact us, please tell us which product is concerned and describe the feature or suggestion. Include some level of detail (what should the feature/suggestion do and how would it help you?).

If you are experiencing an issue that is not listed in this guide, please contact us.

• When you contact us, please tell us which product and Joomla! platform (J25 or J3) is concerned and describe the issue/problem that you are encountering. Include some level of detail (what were you trying to do and what was the response?). Just saying 'It does not work' is a complete waste of your time.
• For the paid editions (Premium and Business) we ask you to also include your Order Number (or the purchase date) and the Order Email (the email address that you used when purchasing the plug-in).