Login and Password Reset
When you log in to SourceWhale, you either use a Gmail or Outlook account. As a result, we do not hold a separate username or password for you within SourceWhale (i.e. we use your email login details to set you up on SourceWhale). You will, therefore, have to use your work email address to log in.
Ensure that the email address matches the one associated with your SourceWhale account.
SourceWhale relies on direct integration with your email mailbox for authentication, ensuring secure and seamless access without maintaining individual password records. This integration also means that any password updates must be performed via your email provider's account system.
If you need to reset your password, you will need to reset it on your email provider's login page.
Once your password has been reset, return to SourceWhale and log in using your updated credentials.
Here are Gmail and Outlook's help guides for resetting your password:
Changing Your SourceWhale Email Address
If you need to change the email address associated with your SourceWhale account (for example, if your work email has changed), you will need to contact our support team.
What happens when your email is changed:
Any active campaigns will be paused during the transfer
Once the transfer is complete, your campaigns will resume sending from your new email address
All your existing campaign data, contacts, and settings will be preserved
To request an email change, click on the chat icon at the bottom right-hand corner to connect with our support team.
Login Errors and how to resolve
Your team reached its seat limit
This means that there are not enough user licenses available. Do the following checks:
1. Are you using the correct email address that has been added to SourceWhale?
2. An Admin can log in to SourceWhale and go to the Admin section to review the users on the platform to verify the number of available seats or what email address you have been added under.
3. If you have not been added to SourceWhale, A user will need to be removed or an additional license purchased for the new user to log in. Please contact your team admin for this.
Remove access under the SourceWhale App and sign in again
If you receive the error below saying "Please click here and choose "Remove Access" under the SourceWhale app. Then try signing in again.".
This error will typically only happen for Gmail users using SourceWhale.
Then please follow these instructions:
Click the "Click here" link mentioned in the error.
You will be redirected to the Third-party apps & Services for Gmail. Click on SourceWhale.
After clicking into it, scroll down and you will see a "Delete all connections you have with SourceWhale". Click on that.
You will get a pop-up asking you to Confirm. Click the Confirm button
Once confirmed, go back to SourceWhale and refresh the page.
You will be asked to give certain permissions which you will need to accept, please click "Select all" and then continue.
You should now be logged in again to SourceWhale !
Need Admin Approval (Microsoft Only)
If you receive an error when logging in that says you "Need admin approval" - then this error would be coming from your Microsoft account. You would need to speak to your IT team or Microsoft administrator and ask them to grant permission to SourceWhale so that you can login
Once they have granted permission, you should be able to login to SourceWhale. They can follow these steps to approve SourceWhale that requires admin approval:
Sign in to the Microsoft Entra admin page using an admin account.
In the left menu, go to Identity > Applications > Enterprise applications to see the list of apps.
Use the search bar to find SourceWhale, then click on it.
Open the Permissions or Consent and permissions section and click Grant admin consent to approve the app for your organization.
If the app requires you to choose who can use it, open Users and groups, click Add user/group, select the people who need access, and save.
After this, the app should work for users without showing the "Need admin approval" message.
If you are the first to login to the team and get the "Need Admin Approval", your admin can also go to the Approve Request here and manually approve the request.
If you want to allow user consent across all your different applications, you can go to here
You can select "Allow user consent for apps from verified publishers for selected permissions" where you can allow users to consent based on the permissions you have selected here.
Stuck or need some help? Click on the chat icon at the bottom right-hand corner to connect with our support team!