If you enter your credentials and are immediately redirected back to the login screen, or if the page appears blank or "stuck," follow these steps to resolve the issue.
1. Test with a Private/Incognito Window
The fastest way to determine if your browser settings are causing the loop is to bypass them using a private window.
Action: Open a new private window using the shortcuts below:
Chrome:
Ctrl+Shift+N(Windows) orCmd+Shift+N(Mac)Edge:
Ctrl+Shift+P
Log In: Navigate to your firm's specific URL (e.g.,
firmname.suralink.com) and attempt to sign in.Result: If you can log in here, proceed to Step 2 to fix your primary browser window.
2. Clear Browser Cache and Cookies
If the private window worked, outdated data in your main browser is likely causing the loop.
Open Settings: Navigate to your browser's Clear Browsing Data menu.
Select Requirements: Check the boxes for Cookies and other site data and Cached images and files.
Set Range: Change the time range to All time.
Finalize: Click Clear data, then close all browser windows before restarting the browser to log in again.
3. Verify Your Login URL
Using a generic link can sometimes interfere with firm-specific security configurations.
Check the Address Bar: Ensure you are using
firmname.suralink.comrather than the genericapp.suralink.com.Update Bookmarks: If you have bookmarked the login page, delete the old bookmark and create a new one using your firm-specific URL.
4. Technical Escalation
If you have cleared your cache and the page still loops, our support team needs to investigate the underlying technical error.
Inspect Console Errors: If you are tech-savvy, right-click the login page, select Inspect, and click the Console tab. Take a screenshot of any red error text.
Contact Support: Email [email protected] or click Live Chat Support on the login page.
Tip: Providing a screenshot of the Console errors or your browser version will help us resolve your issue significantly faster.