Troubleshooting and support

What to do if you run into problems.

Your Commons subscription is a fully managed service. Your IT team shouldn't need to do any direct user management and all user support questions can be directed to Overleaf Support.

Answers to some common user issues

A user is not seeing their account upgraded.

For non-SSO subscriptions, enrollment in the subscription is based on the user confirming their email address and that email address having a domain that is recognized as part of the subscription. Users must confirm the email address on their Overleaf account to join the subscription. For SSO-based subscriptions, users must confirm their affiliation and eligibility by logging in to their Overleaf account via SSO. Users who encounter a problem in attempting to do this should contact Overleaf Support.

A user is not receiving an address confirmation email.

Confirmation emails sometimes end up in a user's spam or junk folder, or in some cases may be blocked by the organization's mail server after having been incorrectly flagged as spam. Users should check any spam folders that they have access to and check with your IT Services team that they can receive emails from [e-mail]. Users who encounter problems here are encouraged to contact Overleaf Support.

A user is seeing a "something went wrong" message when logging in with SSO.

This indicates a problem in processing the SAML response for the user's authentication request. This may be a problem with particular user data or may indicate a more general problem, such as an expired certificate. Please contact Overleaf Support if this error is observed, our team will check the logs and identify the source of the problem.