Ask Springshare

Are you having trouble logging into your LibApps account, so you can't access Springshare products? Below are helpful troubleshooting tips, along with guidance for setting up MFA (multi-factor authentication) if prompted upon login. If the ideas here don't help, ask one of your LibApps Admins for advice or reach out to Springshare Support. 🤓

1. Confirm the site is correct

Be sure you're using the right LibApps login page for your library. Check the header of the login page — it will show the name of the institution or organization.

2. Confirm your email is correct

The LibApps login user name is your email address, and it must match the one used for your account. If you are positive your password is correct, could the email be wrong? Do you have an alias for your email account? Try using an alternative email address to log in. If you're not sure, check with your local LibApps Admin to confirm that you have an account and which email address it's using.

3. Reset your LibApps password

If you forgot your password or it doesn't seem to be working, click on the Reset Password link on the LibApps login page and follow the prompts to request a password reset email. Be sure to provide the email address that matches the one used for your account. The email will contain a time sensitive link that will allow you to set a new password.

• The email should arrive immediately. If you don't see it after 5 minutes, please check your email account's spam folder.
• If it's not in your spam folder, check with your IT staff to see if emails coming from donotreply@libapps.com are being quarantined as spam by your email server.

4. Ask your LibApps Admin to reset your MFA method

If MFA (multi-factor authentication) is active for your account, after providing the correct email and password, you will need to provide the MFA code. The prompt will let you know the MFA configuration you used, so you know where to look for the code, for example, in the Microsoft Authenticator app, in your email, etc.

If you're having trouble with the MFA code, a LibApps Admin can turn off (aka reset) your MFA. Once they've turned it off, you can then set up a new MFA method when logging in again (if MFA is required for access to your LibApps system), or after you've logged in to LibApps via your My Account page in LibApps (when MFA is optional for your LibApps system).

5. Clear an expired browser cookie

If you have confirmed that you are on the right login page and are using the correct email address, password, and MFA code, there can be certain situations where your browser is holding on to an expired cookie for your LibApps session that needs to be cleared. This is especially true when trying to access Springshare resources like the Help Center FAQs and the Springshare Lounge.

To clear the LibApps cookie, go to: subdomain.libapps.com/libapps/logout — be sure to replace the highlighted text in the example with your correct LibApps institutional subdomain (the same one used in your LibApps login URL). This will log you out. Once you log back in, you'll have a fresh session cookie that should allow you full access to Springshare resources.

Set up MFA for your LibApps account

If you provide the correct email and password, you might then be prompted to set up MFA before you can complete your login, if a LibApps Admin has made MFA required since you last logged in.

Multi-factor Authentication (commonly known as MFA) is one of the best and most reliable ways to ensure that bad actors aren't able to access your account to gain entry to the applications you use. This means that even if someone has gained access to your login and password for LibApps, they will not be able to log into LibApps without the second layer of authentication that MFA provides.

 To configure MFA during the login process:

1. Log in to your LibApps system with your current credentials and click the Log Into LibApps button.
   1. Reminder: If you are signing into LibApps with your SSO via LibAuth, you will continue to use the authentication requirements set by your SSO. These instructions only apply to systems and users using the standard method for signing into LibApps.

2. On the LibApps Multi-Factor Authentication page, select the Authenticator option to use.
   2. If allowed by your LibApps Admins, you can choose the Email method for MFA.
      • This method will send the authentication code to the email address you use for your LibApps account.
      • If the use of an authenticator app is required by your LibApps Admins, then you will not see this option.
3. Use the Authenticator Application field to select the app that you will use to authenticate. 
   • Currently supported device-based apps include: Google Authenticator, LastPass Authenticator, Microsoft Authenticator, Duo Mobile, and Authy.
   • Use the "Other" option if your preferred app is not shown, if you use a physical device for authenticating (like YubiKey), and for all browser-based authenticators. For example, if you use the LastPass browser extension, you must choose Other as the type.
4. Scan the provided QR code with your authenticator app.
   3. If you cannot scan the QR code, you can manually enter the security code provided onscreen in your authenticator app.
5. Enter the 6-digit verification code generated from the app (or from your email account if using the email-based method).
6. Click the Activate MFA button.
   • After activating, the next time you log into LibApps, you'll be prompted to go through the same authentication process you chose for your account.