Troubleshoot administration

Updated October 30, 2026 · Applies to Stakeholder ONE 1.3

This article helps you solve common problems when you administer Stakeholder ONE.

Users don't receive invitation or password-reset emails

Cause: Email isn't set up, or is still set to Internal mail (Mailpit), which never delivers to real inboxes.

Solution: Configure email with your SMTP server, and send a test email. Until then, copy the link from the Set-password link dialog, and send it to the user yourself.

Test email fails

Cause: The mail server rejected the connection or the sign-in. The error message under Send a test email comes from your mail server.

Solution:

  • Check Host, Port and Encryption together: port 587 normally uses STARTTLS, and port 465 uses TLS.
  • For an authentication error with Microsoft 365, ask your Microsoft 365 administrator to turn on Authenticated SMTP for the sending mailbox, or switch to Microsoft 365 OAuth2.
  • If the server rejects the sender, check that the mailbox is allowed to send as the From address.

Solution: On the User management page, select Reset password on the user's row to create a new link. To give people more time, increase Invite link (minutes) in email settings.

A user is locked out

Cause: Eight failed sign-in attempts within 15 minutes.

Solution: Wait 15 minutes, or select Unlock on the user's row in User management. If they've forgotten their password, select Reset password.

SSO sign-in is refused

Cause: Usually the person has no Stakeholder ONE user with the same email address, and automatic account creation is off.

Solution: Add the user with the same email address their identity provider uses, or turn on automatic account creation in single sign-on.

SSO test connection fails

Solution:

  • Check the Issuer URL. For Microsoft 365, it must end in /v2.0.
  • Check that the Redirect URI shown on the page is registered exactly, character for character, with your identity provider.

A setting shows an Upgrade label

Cause: Your plan doesn't include the feature.

Solution: See Plans and features, and contact ONEConsult to change your plan.

Rows are skipped during import

Solution: Run Validate (dry run), and read the Row, Field and Problem table. Common causes are a missing required value, a date not in YYYY-MM-DD format, a value that isn't one of a field's allowed options, or an account name that doesn't exist yet. See Import and export data.

A webhook isn't receiving messages

Solution: On the webhook's row, select Deliveries to see the HTTP status or error of each attempt, and select Send test to try again. The receiving system must respond within 8 seconds with a status in the 200 range.

Get help

If your problem isn't listed, contact ONEConsult support. Include the Stakeholder ONE version shown in your account menu.