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Troubleshoot Blackbaud ID

Find answers to frequently asked questions about Blackbaud ID. Select a question to jump to its answer.

Or for solutions to common issues with multi-factor authentication (MFA), see the MFA FAQ.

What Is Blackbaud ID and How Do I Create One?

Blackbaud ID is your central identity to securely sign in to Blackbaud solutions and services. For more information, see Blackbaud ID Overview.

You create your Blackbaud ID on the Blackbaud ID sign-in page, but to ensure access to your organization's Blackbaud solutions and services, we recommend that you first ask your admin to add you as a user and send an invitation email. For more information, see Sign-in Options.

Why Didn't I Receive My Invitation or Confirmation Email?

Make sure that you are checking the email address associated with your Blackbaud ID. And check your junk or spam folder along as well as your inbox.

If you don't find the email, your organization's email server may have blocked it. Ask your IT admin to:

  • Ensure the email server, proxy server, and firewall allow email from:

    • @blackbaud.com

    • @blackbaudondemand.com

    • @blackbaudemail.netcommunity1.com

    • @notification.blackbaud.com

  • Whitelist this Internet Protocol (IP) range on your email servers or network appliance:

    • 205.139.104.0/22 (205.139.1 - 205.139.107.254)

If you still don't receive email, see our Knowledgebase article for more troubleshooting steps.

Why Would I Authenticate through Social Sign-in?

Social sign-in lets users sign in to their Blackbaud IDs using credentials from a social networking service. This form of single sign-on uses the social networking service for authentication requirements, password resets, and other support needs.

Apple, Facebook, Google, and Microsoft are the social sign-in options available for Blackbaud ID. Before you decide to authenticate through social sign-in, check the prerequisite considerations for your social sign-in option.

To use social sign-in and avoid the need to create new login credentials for your Blackbaud ID, go to the sign-in page and select the Continue with option for your social networking service. Then follow their steps for authentication.

Note: If your organization enables single sign-on and includes your email address in their claimed domains, you must sign in through their identity provider instead of social sign-in.

How Do I Stop Using Social Sign-in?

You can turn off authentication through social sign-in at any time and sign in with Blackbaud's secure service. You can use any type of email address with Blackbaud's service, including the address for your social networking service.

  1. On your Blackbaud profile, select the button beside Authentication details and then select Edit email address.

  2. On the Edit Blackbaud ID screen, select the Disable authentication option for your social networking service.

  3. On the Disable social authentication screen, select Send confirmation code.

  4. Go to your inbox and open the new email from Blackbaud Authentication Services about your account.

  5. Copy the confirmation code.

  6. Back on the Disable social authentication screen, enter the code and select Confirm.

  7. On the updated Disable social authentication screen, enter a password for Blackbaud's service that meets the password requirements.

  8. Enter the password again to confirm it.

  9. Enter your first and last name. They are used to identify you in the Blackbaud ecosystem.

  10. Select Confirm. This signs you in through Blackbaud's service and returns you to your Blackbaud profile.

You can change your email address, password, and authentication method again as necessary. For information, see Authentication Details.

Why Can't I Sign In?

If an error occurs when you use your Blackbaud ID to access Blackbaud solutions through the sign-in page, you may need to update your browser, device, or network settings or contact your administrator to adjust your organization's settings.

To ensure access to the sign-in page, you must allow access to Blackbaud secure pages, such as the blackbaud.com domain, and allow inbound and outbound traffic for https://bbid.blackbaud.com/co/authenticate. You must allow access to the following URLs for Blackbaud ID authentication:

If you still can't sign in, see our Knowledgebase article for additional recommendations.

How Do I Reset My Password?

If you forgot your password or need to reset it for other reasons, the way to reset it depends on your authentication method.

  • If your organization enables single sign-on through an identity provider, contact your IT admin to change your password.

  • If you sign in through social sign-in, change your password through your social networking service.

  • If you sign in through Blackbaud's secure authentication service, you can reset your password. On the Blackbaud ID sign-in page, select Continue with Email, enter the email address associated with your Blackbaud ID, and select Continue. On the screen that appears, select Forgot password. Check your inbox for a reset password email, and follow the instructions to reset your password. If you don't receive the reset password email, check your Junk folder.

    You can also change your password at any time on your Blackbaud profile. Select the button beside Authentication details and then select Edit password. Make sure the new password meets the password requirements.

How Do I Change My Blackbaud ID Email Address?

The way to change your email address depends on your authentication method.

  • If you authenticate through Blackbaud's secure service, you can easily change the email address associated with your Blackbaud ID. On your Blackbaud profile, select the edit button beside Authentication details and then select Edit BBID email address. Then confirm your password, and enter and confirm the new email address. Then select Send email, check your inbox at the new address for a confirmation email, and follow the instructions to confirm the new email address. For more information, see Authentication details.

  • If you authenticate through social sign-in or if your organization enables single sign-on, you can't manage your email address on your profile. Instead, you manage it through your social networking service or your identity provider.

How Do I Reset My Password If My Account Is Locked?

When you try to sign in after your account is locked, you are redirected to a page that explains why the account is locked. To reset your password, select the button to reset your password and submit your email address. Then check your inbox for a confirmation email, and follow the instructions to reset your password.

Why Am I Having Issues with Multi-factor Authentication (MFA)?

MFA increases security by requiring a unique confirmation code that you receive on a personal device in addition to your email address and password. If you can't sign in with MFA or have an issue with your confirmation or recovery code, see our MFA guidance or our MFA FAQ.

Why is reCAPTCHA making me verify my email?

If reCAPTCHA suspects that traffic is from a bot and prevents you from signing in but you have access to your email, then you can bypass reCAPTCHA using the One Time Password (OTP) workaround. This automatically emails an OTP code when reCAPTCHA prevents sign-in and displays a modal for you to enter the code. The code is valid for only 10 minutes.

Keep in mind that unless you use single sign-on, you must be able to access Google reCAPTCHA URLs to sign in with your Blackbaud ID. If your organization's network security blocks reCAPTCHA URLs, then authentication will fail because Blackbaud can't generate a reCAPTCHA token. You must be able to load a script from www.recaptcha.net/recaptcha/enterprise.js and make a call to www.google.com/recaptcha/enterprise/reload.

Why do I keep getting prompts to authenticate through reCAPTCHA?

If your IP address changes frequently because of your workstation configuration or because you use private browsing mode, then this can lead to recurring requests from reCAPTCHA to authenticate. To avoid this, your organization can establish a single sign-on connection with Blackbaud.

How Can I Tell If Blackbaud Is Experiencing an Outage or Other Issues?

The Blackbaud status page provides details about issues impacting our solutions and services. To see the status of Blackbaud ID, check Blackbaud ID under Blackbaud.com.

Why Can't I Sign In through Apple?

When you create your Blackbaud Sign In With Apple account using your Apple ID, you must select the Apple option to share your email address. If you don't, Apple hides your email address and runs it through a private relay to anonymize it. This prevents Blackbaud from associating your Blackbaud ID with your actual email address, and you can't access Blackbaud solutions or receive critical email from Blackbaud.

If you hide your email address at any point in your Apple settings, Blackbaud prompts you to share it the next time you sign in. The steps to follow just depend on the prompt that appears.

Prompted to stop using Apple?

A Looks like your email is hidden prompt with an Apple ID Management button indicates that you need to update your Apple settings and then sign in again through Blackbaud.

In rare cases, a Your Blackbaud ID is blocked prompt indicates that you need to take the same steps because hiding your email address created duplicate accounts for the same email address.

For both prompts, follow these steps to regain access to your account:

  1. Update your Apple settings to stop using Sign in with Apple for Blackbaud.

    1. On the Apple ID management page, select the Sign in with Apple tile.

    2. For each Blackbaud entry in your list of connections, select Stop using Sign in with Apple and then select Stop Using on the confirmation prompt.

  2. Set up your Blackbaud ID again to sign in through Apple and share your email address.

    1. On Blackbaud's sign-in page, select Continue with Apple.

    2. On the page that explains that you need to share your email address, select Continue with Apple again, which redirects you to Apple's sign-in page.

    3. Complete Apple's steps again, and make sure to select Share My Email.

Prompted to change your email address?

A Looks like your email is hidden prompt with a Help me change my email address button indicates that you need to update your Blackbaud settings to stop using Apple sign in and then sign in again.

  1. On the Looks like your email is hidden prompt, select Help me change my email.

  2. On Apple's sign-in page, provide your credentials and then select Continue when asked whether to continue with Blackbaud.

  3. On the Disable social authentication screen, enter your email address and select Send confirmation code.

  4. Go to your inbox and open the new email from Blackbaud Authentication Services about your Apple account.

  5. Copy the confirmation code.

  6. Back on the Disable social authentication screen, enter the code and select Confirm.

  7. On the updated Disable social authentication screen, enter a password for Blackbaud's service that meets the password requirements.

  8. Enter the password again to confirm it.

  9. Enter your first and last name. They are used to identify you in the Blackbaud ecosystem.

  10. Select Confirm. This signs you in through Blackbaud's authentication service.

  11. On the Disconnect your Apple ID prompt, select the acknowledgement checkbox and then select Confirm. This returns you to your Blackbaud profile.

  12. To switch back to signing in through Apple, sign out and then return to Blackbaud's sign-in page.

  13. Select Continue with Apple.

  14. On the page that explains that you need to share your email address, select Continue with Apple again. This redirects you to Apple's sign-in page.

  15. Complete Apple's steps again, and make sure to select Share My Email.

Why Can't I Sign In through Facebook?

To authenticate through Facebook, you must share your email address. By default, your email address is shared, so you just need to leave that default setting in place and not hide your email address. If you hide your email address by mistake, follow these instructions to fix the problem.

  1. Sign into Facebook.

  2. Select the profile icon in upper right and then select Settings & privacy.

  3. Select Settings.

  4. On the left panel, scroll down and select Apps and websites.

  5. Find Blackbaud in the list and select Remove.

  6. On the modal that appears, select Remove.

  7. Go to the Blackbaud sign-in page and select Continue with Facebook.

  8. The sign-in page redirects you to Facebook's login. Provide your email address and follow their steps for authentication and don't adjust the default setting that shares your email address.

How Do I Contact Blackbaud Support?

This help content aims to answer all your questions about Blackbaud ID, but you can also get help from Blackbaud Support.