Sign-in problems

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Account locked

Account temporarily locked after too many failed attempts. Try again later.

Cause. Someone entered the wrong password for your account 5 times in a row. The account is locked for 15 minutes, and even the right password is refused until then.

Fix. Wait 15 minutes and try again, or reset your password with Forgot password? on the sign-in page. A reset clears the lock straight away.

When to contact support. If you did not make those attempts, or the lock keeps coming back. Someone may be trying to get into your account.

Email or password not accepted

Invalid email or password

Cause. The email or the password is wrong. The same message shows when there is no account for that email or the account is disabled, so nobody can learn which emails have accounts.

Fix. Check the email for typing errors and check Caps Lock. Reset the password with Forgot password? if unsure. If you were invited, accept the invitation first.

When to contact support. If a password reset email never arrives, or you think your account has been disabled.

Too many requests

Too many requests. Please wait and try again.

Cause. Too many attempts came from your internet address or for your account in a short time, for example more than 5 wrong passwords from one address in 15 minutes. People sharing one office connection share these limits.

Fix. Wait a few minutes, then try once more, carefully. Each try counts.

When to contact support. If you still see it after 15 minutes.

No organisation

Your account is not a member of any active organisation.

Cause. Your password was right, but your login is not an active member of any organisation: a Master Admin deactivated you, or the organisation is closed. "You do not have access to that organisation." means the same for one organisation.

Fix. Ask a Master Admin to reactivate you on Users or send a new invitation. If you belong to other organisations, sign in and choose one of them.

When to contact support. If nobody in your organisation can sign in, or you do not know who your Master Admin is.

Session ended

Your session has ended. Please sign in again.

Cause. Your sign-in was ended on purpose. This happens when your password is reset or changed on another device, when someone uses Sign out everywhere, or when a Master Admin deactivates you.

Fix. Sign in again. If you did not change your password or sign out, reset your password now.

When to contact support. If you are signed out again and again without doing anything.

Reset link not valid

This reset link is invalid or has expired.

Cause. Reset links work once and expire after 1 hour. Asking for another reset email also cancels earlier links, so only the newest one works.

Fix. Go to Forgot password? and ask for a new link. Use the link in the newest email, within the hour. Passwords must be at least 8 characters.

When to contact support. If new reset emails do not arrive. Check your spam folder first.