Articles on: Miscellaneous

Why can't I log in to my accounts?

If you're experiencing login failures to Patronum, the issue is usually caused by Change in Patronum Admin Account, Google Admin Console permissions, temporary Google API issues, or browser cache problems.

Before you begin: You'll need Google Workspace admin access to check permissions and API settings.

Check Patronum Admin Account

The most common cause is that someone has disabled or deleted the super admin account that Patronum was set up with.

Go to Google Admin Console and reactivate the suspended super admin account.
In Patronum **select **Settings > Account settings > Admin
Make sure that this account is valid.

Further information on Patronum settings can be found in the Patronum Settings article.

Check Google Workspace Marketplace app access

The second most common cause is Patronum not being enabled for all users:

Go to Google Admin Console > Apps > Google Workspace Marketplace apps
Find Patronum and click it
Under User access, ensure it's set to "ON for everyone" at the root organizational unit
If it's OFF or restricted, turn it ON and save

Changes can take 5-10 minutes to propagate. Have users wait briefly then retry.

Wait for temporary Google API issues

Intermittent login failures often resolve automatically:

Wait 5-10 minutes and try logging in again
Check the Google Workspace Status Dashboard for service disruptions
If widespread, Google typically resolves API issues within 15-30 minutes

Transient errors like "authentication failed" or "could not retrieve profile" often clear on retry without any action needed.

Clear browser cache and cookies

Stale session data can prevent login:

Clear your browser cache and cookies for patronum.io
Try logging in using an incognito/private window
Test with a different browser to rule out browser-specific issues

Verify new user accounts

If a newly created user sees "User not found in directory":

Wait up to 24 hours for Google to fully sync new accounts
Verify the user exists in Google Admin Console > Users
Ensure the user has Patronum access enabled (see step 1 above)

When to escalate to support

Contact Patronum support if:

Login failures persist beyond 30 minutes
Multiple users across different accounts are affected
You see specific error codes like "unauthorized_client" (see this guide)
None of the above steps resolve the issue

Include the exact error message, affected user emails, and timestamp when reporting issues.

If you see "unauthorized_client: Client is unauthorized to retrieve access token," follow these specific steps to fix API permissions.

Updated on: 23/02/2026

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