New user unable to login to Ava
New user unable to login to Ava
Problem: I am a new user; when I try to login to Ava for the first time, I get an error that no account is found.
Solution: Make sure you navigate to https://ava.vivun.com/sign-up to access Ava. After your initial login, you can use https://ava.vivun.com/login.
For a new organization to Ava:
If you are still unable to login, you may need your Salesforce Admin at your organization to confirm the Vivun Ava Prod Auth0 Connected App is allowed. See this Salesforce documentation for more information.
There are two ways to ensure Salesforce Connected App is installed and configured properly:
Option 1 - Salesforce Admin Signs In
Your Salesforce Admin logs into Ava and authorizes the connection.
After successful login, navigate to Connected Apps OAuth Usage in Salesforce and select Install on the Vivun Ava Prod Auth0 connected app.
Option 2 - Key Stakeholder Signs In
This process requires your organization's Salesforce Admin and a Key Stakeholder for Ava.
Your Salesforce Admin must assign the
Approve Uninstalled Connected Appssystem permission to the Key Stakeholder's user in Salesforce through a Salesforce Permission Set or Profile.Your Key Stakeholder logs into Ava and authorizes the connection.
After successful login, your Salesforce Admin navigates to Connected Apps OAuth Usage in Salesforce > select Install on Connected App.
Once complete, your Salesforce Admin removes the
Approve Uninstalled Connected Appspermission from the Key Stakeholder.
For an existing organization with a new user in Ava:
Your organization's Salesforce Admin needs to provision users with access to the connected app if the OAuth policies are set in your organization to Admin approved users are pre-authorized.
Existing user unable to login to Ava
Existing user unable to login to Ava
If you are unable to login to Ava, it is likely due to the status of the Connected App in your Salesforce organization. On September 8, 2025, Salesforce rolled out a global change to their Connected App settings and authentication flows.
What does that mean for my organization as an existing Ava user, and what do we need to do?
Have your organization’s Salesforce Admin validate that the Vivun Ava Prod Auth0 Connected App is installed. They can confirm this in Salesforce under Setup > Connected Apps OAuth Usage.
If installed, they will see a “block” and “uninstall” button (no further action needed):
If not installed, they will see a “block” and “install” button, and should click Install:
Additionally, if your organization sets OAuth policies in Salesforce to Admin approved users are pre-authorized, your Salesforce Admin will need to provision users with access to the Vivun Ava Prod Auth0 connected app.