Handshake Login Troubleshooting – SSO and Email Confirmation

Background

In Handshake, Sacred Heart University requires all Staff to log in using Single Sign-On (SSO). When a new user account is created, the user must first confirm their email address before they can successfully log in to Handshake.

Procedure

  1. Have the user log in to Handshake via SSO using this link: https://sacredheart.joinhandshake.com/edu
    They should see the Handshake login screen after authenticating with SSO.
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  2. In the same browser session, ask the user to check their email for the confirmation email from Handshake. Confirm that the user is checking the same email address tied to their Handshake account.
  3. Once they locate the email, the user should click on the confirmation link in the same browser where they are still logged in. This step is important. If they open the confirmation link in a different browser or on a different device, the login may fail.
  4. To verify the issue, please ask the user to send a screenshot of what they see after Step 1 and after clicking on the email confirmation link. This will help confirm whether the account is activating properly or if the login loop persists.

Troubleshooting

Scenario: The user reports that they did not receive the Handshake confirmation email

Steps to troubleshoot:

  1. Ask the user to check their inbox and spam/junk folder for an email from Handshake.
  2. If no email is found, confirm that they are checking the same email account that was used to create their Handshake account.
  3. If the confirmation email is still missing, guide the user to request a new confirmation email using the instructions in Troubleshooting Missing Confirmation Email
  4. Once they confirm receipt, remind the user to click the link in the same browser session where they logged in via SSO.

Additional Resources

For further troubleshooting, please review the following Handshake support articles:

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