Create Account

Troubleshooting Account Access

Solutions for common problems signing in and accessing your account.

Solutions for common problems signing in and accessing your account.

Can't Sign In

Wrong Password

Symptom: "Invalid credentials" or "Incorrect password" error

Solutions:

  1. Check Caps Lock - Passwords are case-sensitive
  2. Try Again Carefully - Re-enter password slowly
  3. Reset Password - Use password reset

Account Not Found

Symptom: "Account not found" or "User doesn't exist" error

Solutions:

  1. Check email address - Ensure no typos
  2. Try different email - You may have used another
  3. Check sign-up method - Did you use Google OAuth instead?
  4. 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:

  1. Contact support - To understand why and request review
  2. Wait for resolution - Bans can only be lifted by administrators

OAuth/Google Sign-In Failed

Symptom: Google sign-in doesn't work

Solutions:

  1. Allow popups - Browser may be blocking the OAuth window
  2. Clear cookies - For the Google domain
  3. Try incognito - Test in private window
  4. Check Google account - Ensure it's working
  5. Try different browser - Browser-specific issues
  6. Verify OAuth is configured - Google OAuth requires setup by the application administrator

Password Issues

Forgot Password

Symptom: Can't remember password

Solution:

  1. Go to sign-in page
  2. Click Forgot Password
  3. Enter your email
  4. Check email for reset link
  5. Create new password

See Password Reset for full guide.

Reset Email Not Received

Symptom: No password reset email arrives

Solutions:

  1. Check spam folder - Often filtered there
  2. Wait a few minutes - Email delivery can delay
  3. Verify email address - Ensure it's correct
  4. Request again - Try another reset request
  5. Check with admin - Email may be blocked

Symptom: "Link expired" or "otp_expired" when clicking reset

Solution:

  1. Return to sign-in page
  2. Request a new reset link
  3. 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:

  1. Try backup device - If your authenticator app syncs across devices
  2. 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:

  1. Wait for new code - Codes rotate every 30 seconds
  2. Check phone time - Your device clock must be accurate for TOTP to work
  3. Verify correct account - Ensure you're using the right entry in your authenticator app
  4. Re-sync app - Some authenticator apps have a time sync option

Session Issues

Signed Out Unexpectedly

Symptom: Suddenly logged out

Possible causes:

  1. Session expired - Sessions expire after a period of inactivity (managed by the authentication system)
  2. Browser cleared data - Cookies removed
  3. Different device - Sessions are per-device
  4. Security event - Password changed or account banned

Solution: Simply sign in again.

Can't Stay Signed In

Symptom: Have to sign in frequently

Solutions:

  1. Check browser settings - Ensure cookies are allowed for this site
  2. Disable cookie clearing - Don't clear cookies on browser close
  3. Check security software - Privacy extensions or antivirus may block cookies

Signed In But Can't Access

Symptom: Signed in but see "access denied"

Solutions:

  1. Check account - Are you viewing the right personal/team account?
  2. Verify permissions - Your role may not have access to this feature
  3. Contact admin - If you should have access, ask your team owner or manager
  4. Try refreshing - May be temporary issue

Browser Issues

Browser Not Supported

Symptom: Application doesn't work properly

Solutions:

  1. Update browser - Use latest version
  2. Switch browser - Try Chrome, Firefox, Edge, Safari
  3. Disable extensions - May interfere

Cookies Disabled

Symptom: Can't sign in or stay signed in

Solutions:

  1. Enable cookies - In browser settings
  2. Allow for this site - Specifically enable
  3. Check extensions - Cookie blockers?

Cache Issues

Symptom: Old data, pages not loading

Solutions:

  1. Hard refresh - Ctrl+Shift+R / Cmd+Shift+R
  2. Clear cache - In browser settings
  3. 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

Before Contacting Support

Gather this information:

  1. Email address used
  2. Error message (exact text)
  3. When the problem started
  4. What you've already tried
  5. Browser and device info

Contact Support

If you can't resolve the issue:

  1. Document the problem
  2. Include screenshots if possible
  3. Contact support through appropriate channels
  4. Be patient - verification may take time

Prevention

Avoiding Access Problems

  1. Use strong, memorable password - Or use a password manager
  2. Enable MFA - Extra security layer using an authenticator app
  3. Backup authenticator app - Ensure you can access your TOTP codes from multiple devices or have a backup
  4. Keep email updated - For account recovery
  5. Use trusted devices - Secure computers