If you are redirected back to the login screen or logged out immediately after entering your credentials, use the guide below to resolve the issue.
1. Single Sign-On (SSO) Requirements
For firms with SSO enabled, the standard email and password fields are disabled for non-admin users. Entering credentials here will trigger an automatic security logout.
Action: Click the Sign in with SSO button instead of entering a password.
Firm-Specific URL: Ensure you are accessing Suralink via your firm's unique domain (e.g.,
firmname.suralink.com).General Login Restriction: Attempting to sign in via the generic
app.suralink.compage often prevents the SSO redirect from triggering correctly.
2. Administrator Access (Exception)
Admin-only feature: Firm users with Administrator permissions possess "Dual Access" privileges.
Function: Admins can log in using either SSO or standard email/password credentials.
Purpose: This provides a fallback to ensure platform access if the SSO Identity Provider (IdP) is down or requires reconfiguration.
3. Browser & Session Conflicts
If you are not using SSO but are still being logged out, your browser may be holding an expired session token.
Clear Cookies: Remove Suralink-specific cookies from your browser settings.
Private Browsing: Open an Incognito or InPrivate window to test if a browser extension is force-closing the session.
Clock Sync: Ensure your computer’s system time is set to "Automatic." If your local time significantly differs from the server time, the security token will expire instantly.
4. Still Getting Logged Out?
If the steps above do not resolve the issue, the problem may be related to your firm's specific security policies or your permissions within your firms identity provider.
Internal IT Check: Contact your firm’s IT department to ensure your SSO profile is correctly mapped to the Suralink application.
Suralink Support: Reach out to us directly if the issue persists. To help us troubleshoot faster, please include:
The specific URL you are using to log in.
A screenshot of any error messages that appear briefly before logout.
Contact: Email [email protected] or use the Live Chat feature on the login page and request to speak to a human agent.