Cannot sign in or the code does not arrive

What to check, in order, when you cannot sign in or the code does not arrive. Resetting the password and resending the code fix most cases in about 5 minutes.

Check first

1. Whether “Email address” has a typo or a stray space.
2. Whether it is the same email address you registered with.
3. Whether the email with the code went to your spam folder.
4. Whether the code is the 6 digits from the latest email (older codes stop working).
5. If your company sent an invite link, whether you opened it from that link.

How to fix

Step 1: Reset your password

Do this when “The email address or password is incorrect.” appears, or when you are asked to reset the password.

1. On the “Sign in” screen, press “Forgot your password?”.
2. Enter “Email address” and press “Send reset code”.
3. Put the 6 digits from the email into “Reset code”, type a new one in “New password”, and press “Set password and sign in”. The report screen means you are done.

Step 2: Send the code again

Do this when no code arrives, or when the code has expired.

1. On the code entry screen, press “Resend code”.
2. Put the 6 digits from the new email into “Verification code” and press “Verify and sign in”.
3. If “The verification code is incorrect. Check the code in the email.” appears, make sure you are using the latest email.

Step 3: Wait and try again

When “Too many attempts. Please wait a while and try again.” appears, stop retrying. Sign-in attempts are capped over 1 minute, and code entry and resends over 10 minutes. Wait out that window before trying again. If it continues, the authentication service is limiting you — leave a longer gap.

Still not working?

• The message: “This email address is already registered. Try signing in instead.” — Cause: the address is already registered — Fix: sign in instead of registering, and reset the password with Step 1 if you do not know it.
• The message: “Passwords need at least 8 characters, with uppercase, lowercase, a number, and a symbol.” — Cause: the new password is too weak — Fix: enter 8 or more characters covering all four kinds.
• If Steps 1 to 3 do not help, from a device that is signed in, ask in “How-to question” under “Support”, or tell us in “Report a bug”.

Related how-to

• Set up your company and submit your first report — from registering to signing in.
• The invite link does not work — joining from an invite link.