Solutions for common problems signing in and accessing your account.
Can't Sign In
Wrong Password
Symptom: "Invalid credentials" or "Incorrect password" error
Solutions:
- Check Caps Lock - Passwords are case-sensitive
- Try Again Carefully - Re-enter password slowly
- Reset Password - Use password reset
Account Not Found
Symptom: "Account not found" or "User doesn't exist" error
Solutions:
- Check email address - Ensure no typos
- Try different email - You may have used another
- Check sign-up method - Did you use Google OAuth instead?
- Create new account - If you never signed up
Account Banned
Symptom: Unable to sign in after previously having access
Note: Account bans are applied by super administrators. If your account has been banned:
- Contact support - To understand why and request review
- Wait for resolution - Bans can only be lifted by administrators
OAuth/Google Sign-In Failed
Symptom: Google sign-in doesn't work
Solutions:
- Allow popups - Browser may be blocking the OAuth window
- Clear cookies - For the Google domain
- Try incognito - Test in private window
- Check Google account - Ensure it's working
- Try different browser - Browser-specific issues
- Verify OAuth is configured - Google OAuth requires setup by the application administrator
Password Issues
Forgot Password
Symptom: Can't remember password
Solution:
- Go to sign-in page
- Click Forgot Password
- Enter your email
- Check email for reset link
- Create new password
See Password Reset for full guide.
Reset Email Not Received
Symptom: No password reset email arrives
Solutions:
- Check spam folder - Often filtered there
- Wait a few minutes - Email delivery can delay
- Verify email address - Ensure it's correct
- Request again - Try another reset request
- Check with admin - Email may be blocked
Password Reset Link Expired
Symptom: "Link expired" or "otp_expired" when clicking reset
Solution:
- Return to sign-in page
- Request a new reset link
- Use promptly (link expiration is managed by the authentication system)
New Password Rejected
Symptom: Password doesn't meet requirements
Solution:
Password requirements depend on your application's configuration. The standard requirements are:
- At least 8 characters (maximum 99 characters)
Additional requirements may be enabled:
- Uppercase letter (A-Z) - if configured
- Number (0-9) - if configured
- Special character (!@#$%^&*(),.?":{}|<>) - if configured
Contact your administrator if unsure about password requirements.
MFA Issues
This application uses TOTP (Time-based One-Time Password) for multi-factor authentication, compatible with authenticator apps like Google Authenticator, Authy, or 1Password.
Lost Authenticator Access
Symptom: Can't access authenticator app
Solutions:
- Try backup device - If your authenticator app syncs across devices
- Contact support - You will need identity verification to remove MFA from your account
Important: This application does not support recovery codes. If you lose access to your authenticator app without a backup, you will need to contact support for account recovery, which requires identity verification. Always ensure your authenticator app syncs to multiple devices or maintain a backup of your TOTP setup.
MFA Code Not Working
Symptom: 6-digit code rejected repeatedly
Solutions:
- Wait for new code - Codes rotate every 30 seconds
- Check phone time - Your device clock must be accurate for TOTP to work
- Verify correct account - Ensure you're using the right entry in your authenticator app
- Re-sync app - Some authenticator apps have a time sync option
Session Issues
Signed Out Unexpectedly
Symptom: Suddenly logged out
Possible causes:
- Session expired - Sessions expire after a period of inactivity (managed by the authentication system)
- Browser cleared data - Cookies removed
- Different device - Sessions are per-device
- Security event - Password changed or account banned
Solution: Simply sign in again.
Can't Stay Signed In
Symptom: Have to sign in frequently
Solutions:
- Check browser settings - Ensure cookies are allowed for this site
- Disable cookie clearing - Don't clear cookies on browser close
- Check security software - Privacy extensions or antivirus may block cookies
Signed In But Can't Access
Symptom: Signed in but see "access denied"
Solutions:
- Check account - Are you viewing the right personal/team account?
- Verify permissions - Your role may not have access to this feature
- Contact admin - If you should have access, ask your team owner or manager
- Try refreshing - May be temporary issue
Browser Issues
Browser Not Supported
Symptom: Application doesn't work properly
Solutions:
- Update browser - Use latest version
- Switch browser - Try Chrome, Firefox, Edge, Safari
- Disable extensions - May interfere
Cookies Disabled
Symptom: Can't sign in or stay signed in
Solutions:
- Enable cookies - In browser settings
- Allow for this site - Specifically enable
- Check extensions - Cookie blockers?
Cache Issues
Symptom: Old data, pages not loading
Solutions:
- Hard refresh - Ctrl+Shift+R / Cmd+Shift+R
- Clear cache - In browser settings
- Try incognito - Fresh session
Account Status Issues
Account Deleted
Symptom: Can't sign in, account not found
Note: If your account was deleted:
- Data cannot be recovered
- Create a new account
- Contact support if unexpected
Getting Help
Gather this information:
- Email address used
- Error message (exact text)
- When the problem started
- What you've already tried
- Browser and device info
If you can't resolve the issue:
- Document the problem
- Include screenshots if possible
- Contact support through appropriate channels
- Be patient - verification may take time
Prevention
Avoiding Access Problems
- Use strong, memorable password - Or use a password manager
- Enable MFA - Extra security layer using an authenticator app
- Backup authenticator app - Ensure you can access your TOTP codes from multiple devices or have a backup
- Keep email updated - For account recovery
- Use trusted devices - Secure computers