Troubleshooting
I cannot sign in
Password, second factor or closed account: how to tell which of the three it is.
The error message rarely says which of the three things is failing, so work by elimination. All three have a fix and none needs a support ticket.
| What you see | What is happening | What to do |
|---|---|---|
| Incorrect username or password | The password, or a mistyped email | Reset the password from that same screen |
| It asks for a code you do not have | Two-factor without the device | Use a recovery code, or ask an administrator |
| It says you have no access | The account was closed or moved organisation | Talk to whoever administers your account |
If you lost your two-factor phone
- 1
Find the recovery codes you saved when you enabled it.
- 2
If you do not have them, ask an administrator in your organisation to restore access.
- 3
Re-enable two-factor on the new phone, and save the codes this time.
Important
An administrator should only restore access after confirming by some other means that it is you — a phone call, in person. An email asking for a reset is exactly what someone impersonating you would send.
Watch out
If you are the only administrator and you lose your second factor, nobody inside can help you. Which is why there should always be two.
›Does the account lock after many attempts?
It slows down temporarily. That is a protection, not a permanent lock.
›Can I sign in from another computer?
Yes, the account is not tied to a device.
›What if my company uses corporate sign-in?
Then the problem is with that account, not here: your IT people handle it.
A real case
The situation
Someone changes phone and loses their authenticator app.
What you do
- Asks their company administrator for a reset
- She phones him to confirm it is him
- Re-enables it and saves the codes
What you get
He is back in within ten minutes, and next time will not depend on anyone.
The situation
The password is tried several times and the account locks.
What you do
- Uses recovery instead of insisting
What you get
The lockout is avoided on the second attempt.
The situation
The second factor is on a phone that has been lost.
What you do
- Contacts the administrator to recover it
What you get
Access is restored without switching security off.
The situation
Somebody signs in with a different email from their account.
What you do
- Checks which address the account was opened with
What you get
The commonest case is ruled out before escalating.
The situation
An account was closed when the person left the company.
What you do
- Confirms the status with the administrator
What you get
The answer takes a minute rather than several attempts.
The situation
The password is saved in the browser and has changed.
What you do
- Updates it wherever it was saved
What you get
The problem does not return the next day.
This article answers
- i cannot log in
- i forgot my password
- i lost my two-factor phone
- my account does not work