If you've recently changed your email address or email domain in Microsoft Entra ID (formerly Azure AD) and can't sign in to Lifecycle Manager, this is likely caused by a delay in email domain propagation on the Microsoft side.

When you update your email address or add a new domain in Entra ID, Microsoft can take time to fully propagate the change across its services. If you try to sign in to Lifecycle Manager before the change has fully propagated, your login attempts may fail. After 10 consecutive failed login attempts, your account is automatically locked as a security measure.

Before you sign in

After changing your email address or email domain in Microsoft Entra ID, wait at least 15-30 minutes before attempting to sign in to Lifecycle Manager. This gives Microsoft enough time to propagate the change across its services.

Caution: Don't attempt to sign in repeatedly with your new email address before it has propagated. After 10 consecutive failed login attempts, your account is locked automatically.

If you can't sign in with your new email address

If you've already attempted to sign in and it isn't working, follow these steps:

1. Confirm that your email address change has fully propagated on the Microsoft side. Sign in to the Microsoft Entra admin center and verify that the new email address appears as the primary email for your user account.

2. Open a private or incognito browser window and go to app.scalepad.com.

3. Try signing in with your new email address.

   • If your account does not have enforced SSO, enter your new email address and password in the sign-in fields.

     • If your account uses SSO, click Continue with Microsoft and sign in with your new Microsoft credentials.

4. If the sign-in fails, use the Forgot password link on the sign-in page to reset your password for your new email address, then try signing in again.

If your account is locked

If you see a message that your account has been blocked after multiple consecutive login attempts:

1. Wait for the lockout period to pass, then try again.

2. If you still can't sign in after the lockout period, reach out to our support team by submitting a ticket and include the following information:

   • Your old email address

     • Your new email address

     • The error message you're seeing

If you've lost access to Lifecycle Manager or other ScalePad products

Changing your email address can sometimes affect your user permissions across ScalePad products. If you can sign in to Lifecycle Manager but see a message that you don't have access to a specific product:

1. Ask another admin on your account to verify your user permissions on the Users page.

2. If no other admin is available, reach out to our support team by submitting a ticket.

Tips to avoid sign-in issues when changing email domains

• Wait before signing in. After making changes in Microsoft Entra ID, wait at least 15-30 minutes before attempting to sign in to any ScalePad product.

• Test with one user first. If you're migrating your entire team to a new email domain, test the change with a single user account before migrating everyone.

• Keep a backup admin. Make sure at least one other user on your account has admin access, so they can help restore permissions if something goes wrong.

• Use an incognito window. When signing in after a domain change, use a private or incognito browser window to avoid cached credentials from interfering.

Any questions? Reach out to our support team by submitting a ticket.