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What to do if you're having issues signing in to Digital Theatre+

How to resolve issues that may arise when signing in to Digital Theatre+

This article helps you troubleshoot sign-in issues on Digital Theatre+. Depending on how your account is set up, you may be able to resolve the problem yourself by following the relevant section below.

Select the option below that best describes your situation:

  1. Be using a password unique to Digital Theatre+, with a valid email address
  2. Be using a password unique to Digital Theatre+, without a valid email address
  3. Be using a single set of credentials provided by your organisation (single sign on)
  4. Be wanting to bypass the single sign on set up by your organisation
  5. Be authenticated by IP Address, possibly using a proxy which uses IP Authentication.

If you use a password unique to Digital Theatre+

If you have a login that is associated with your email address

To reset your password, visit the Forgot Password page. https://auth.digitaltheatreplus.com/signin/forgot-password. 

  • Enter your email address and click "Reset via Email"

Screenshot of reset password form

  • You will receive an email containing a link to Reset Password. You must complete this within the time shown under the link.  Click the Reset Password link.

Screenshot of password reset email

  • Enter your new password, and click Reset Password

Screenshot 2022-09-13 at 11.28.58If you have a login that is not associated with your email address

For legacy reasons, some customers use a login that is not associated with a valid email address.  Password recovery for these logins can only be completed by our Customer Service team. 

If you use a single set of credentials to access many services, including Digital Theatre+

 

If your organisation has set up Single Sign-On (SSO), you will be redirected to your organisation's Identity Provider to authenticate using your organisation-issued credentials.

If you encounter an issue during the sign in process, you may need to speak to your IT representative or our Customer Service team.  To determine who to speak to, when the issue occurs, look at your web browser's address bar:

  1. If the address contains digitaltheatreplus.com, please submit a support request.
  2. Otherwise, please contact your local IT support representative for further assistance.

If your organisation has set up Single Sign-On (SSO), but you need to sign in using your Digital Theatre+ password

By default, during sign in, the domain of the email address you enter, the bit after the @ symbol, is used to determine whether or not to redirect you to an Identity Provider. 

If your organisation has set up Single Sign-On but you would prefer to sign in with your Digital Theatre+ password instead, you can bypass SSO as follows:

Check the box Skip SSO check under the Sign In form

Sign in form with arrow pointing to Skip SSO check option

Enter your email address and the password you set on your Digital Theatre+ account, and click Sign In.

Screenshot 2022-09-13 at 11.38.30

If you are authenticated by IP Address, or are using a Proxy

If Digital Theatre+ is not recognising your IP Address, please check the bottom right corner of the page, and confirm that the IP Address displayed is within the range of IP Addresses associated with your organisation.

If it is not, please speak to your local IT representative to determine why you browser is not connecting to Digital Theatre+ via your organisation's IP Address range.

If the IP address is within your organisation's IP address range, please note the IP address shown on the page and submit a support request.

Need more help?

If none of the sections above match your situation, or you are still unable to sign in after following the steps, our Customer Service team is here to help.

Please contact Customer Support.