Overview
Customers using the Kore.ai platform may encounter login issues when the email address used for authentication contains an apostrophe (') character. This article explains the Behavior, the reason behind the restriction, and recommended workarounds.
Issue Summary
In some cases, users invited to the Kore.ai platform with an email address containing an apostrophe (') may experience the following Behavior:
- The workspace invitation email is received successfully.
- However, when attempting to log in using the email address, the Login button may appear disabled or blurred.
- If the apostrophe is removed from the email address while attempting login, the verification process fails because the email does not match the originally invited account.
Example
Srujan.o'madderla@company.com
Users with such email formats may receive the invite but may not be able to proceed with the login process successfully.
Root Cause
The Kore.ai platform applies security restrictions on certain special characters in login identifiers.
The apostrophe (') is considered a reserved character in many systems and databases. Allowing this character in login credentials can introduce potential security risks, such as:
- Increased exposure to SQL injection vulnerabilities
- Input validation risks
- Authentication inconsistencies across integrated services
To maintain platform security and system integrity, email addresses containing apostrophes are not supported for login authentication.
Impact
Users whose primary email address contains an apostrophe may experience:
- Disabled login button on the login screen
- Failed authentication attempts
- Inability to receive verification codes if alternate formats are used
This Behavior applies to both:
- Direct email login
- Some SSO login scenarios, depending on the identity provider configuration
Recommended Workaround
To resolve this issue, we recommend the following approach:
Use an Alternate Email Address Without Special Characters
Create or use an alias email address without an apostrophe and invite the user using that email.
Example:
| Original Email | Recommended Alternative |
|---|---|
| Srujan.o’madderla@company.com | srujan.madderla@company.com |
Then:
- Invite the user again using the updated email address.
- Ensure the user receives the workspace invitation.
- The user can then log in normally using the new email ID.
Additional Troubleshooting Steps
If users without apostrophes in their email addresses are still unable to log in, verify the following:
-
User Invitation Status
- Confirm that the user was successfully invited through the Admin Console or Workspace Invite.
-
User Status
- Verify that the user shows as Active in the Admin Console.
-
Invitation Email Delivery
- Ensure the invitation email was received and not blocked by spam filters.
-
Workspace Access Permissions
- Confirm the appropriate roles and permissions were assigned during invitation.
-
SSO Configuration
- If using SSO (Azure AD, Google, etc.), ensure the identity provider configuration matches the email used for the invite.
Best Practices
To avoid login issues, it is recommended to:
-
Use standard email formats without special characters for platform users.
-
Avoid characters such as:
'(apostrophe)"(quotes)- certain reserved characters used in authentication systems.
Resolution Status
After users were invited using valid email formats without apostrophes, the affected users were able to:
- Successfully receive workspace invitations
- Log in to the platform
- Access their assigned workspace