I cannot sign in

Symptoms#

• These credentials do not match our records. under the sign-in form.
• Log in seems to do nothing: the page stays as it is, with no message, although the address and password are right.
• This account is locked, so it cannot be used to sign in.
• A two-factor page that refuses your code.
• A provider button (Google, GitHub, Microsoft, GitLab) that ends in a message instead of your workspace.
• A password reset link that does not work.

Likely causes#

Confirmed (reproduced in our tests or read from the program's own checks):

1. The email or password is wrong, or the account was created with a provider and has no password: use the provider button, or Forgot your password? to set one.
2. More than five attempts in a minute for one email address from one connection. The sixth is refused (HTTP 429) and the sign-in page shows nothing. Wait a minute.
3. An operator locked the account. You cannot undo this yourself.
4. The six-digit code is wrong or old. Codes change every 30 seconds, and your phone's clock must be right.
5. A recovery code was used before. Each works once.
6. A provider sign-in could not join an existing account, because the provider does not vouch for the email address (Microsoft never does) or the address is not verified.
7. A reset link was used already or is older than 60 minutes.

Possible: a browser that blocks the passkey prompt, or autofill that filled an old password.

Step-by-step solution#

1. Check the address and password. Type the password into a plain text field to look at it, then paste it. On the live service a password has at least 12 characters.
2. Reset the password with Forgot your password? on the sign-in page. The link is emailed at once, works for 60 minutes and once, and you can ask for a new one once a minute. If the page says We can't find a user with that email address., the address has no account: check the spelling, or create an account. If no email arrives, see emails do not arrive.
3. If Log in seems to do nothing, you have probably made more than five attempts in a minute, and the server refuses the sixth without saying so. Wait a minute and try once.
4. If the account is locked, write to the support address from the account's email address and quote the reference on the page (support).
5. For a two-factor code, open the authenticator app, wait for a fresh code and type it before it changes. If your phone's clock is off, set it to automatic.
6. If you lost the phone, use a recovery code (the link on the two-factor page). If you have none, write to support from the account's email address and explain what happened (two-factor authentication).
7. For a provider sign-in that says an account exists, sign in with your password or a passkey, then open Settings → Security → Connected accounts and connect the provider. With Microsoft, wait for the Confirm sign-in email: it is valid for 30 minutes and works only in the browser where you started.
8. If a passkey does not work, try another browser, or sign in with your password and add the passkey again.

How to verify#

You reach your workspace. In Settings → Security → Recent activity, the new sign-in is listed.

If it persists#

Contact support from the email address of the account, with the exact message and the time. Never send your password or a code.