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Indiana Wesleyan University Support Knowledge Base

"Sorry, but we're having trouble signing you in" error message when accessing Selfservice or Colleague

Page Summary 

When attempting to sign in to or, you may receive an error that says "Sorry, but we're having trouble signing you in". This page covers a common reason this occurs and how to get back into or


When attempting to access either:


You encounter the following error message. This only applies if the error message includes the highlighted part as shown in the screenshot


Root Cause

This is caused by using a "passwordless" sign in method when logging into other IWU services and websites. These methods include the option to sign in via a push to your phone, or a security key. 

Permanent Solution:
The resolution below is meant to be a temporary workaround for this problem. Currently these two platforms do not support "passwordless authentication", but we are working with our vendors to find a long-term solution.


To resolve the issue, follow these steps:

  1. Go to 
  2. In the upper right select your profile icon and then select Sign out
  3. Wait for the "Hang on while we sign you out" screen to finish
  4. Once the sign out process finishes, head back to 
  5. At the login screen select the option of Other ways to sign in
  6. On the Choose a way to sign in screen, select Use my password
  7.  You should now be able to select menu option in the portal to access or colleague. Or you may visit them directly at and respectively.



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