---
id: KB-PR-004
url: https://app.codecontract.io/help/troubleshooting/i-cannot-sign-in
idioma: en
categoria: problemas
audiencia: usuario
nivel: intermedio
actualizado: 2026-08-13
tambienEn: [es]
relacionados: [KB-AD-002, KB-PR-001]
citadoPor: [KB-PR-027]
---

# I cannot sign in

_Password, second factor or closed account: how to tell which of the three it is._

**Responde a:** i cannot log in · i forgot my password · i lost my two-factor phone · my account does not work

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.

> [!WARNING]
> 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.

## Ejemplos

**Someone changes phone and loses their authenticator app.**

- Asks their company administrator for a reset
- She phones him to confirm it is him
- Re-enables it and saves the codes

→ He is back in within ten minutes, and next time will not depend on anyone.

**The password is tried several times and the account locks.**

- Uses recovery instead of insisting

→ The lockout is avoided on the second attempt.

**The second factor is on a phone that has been lost.**

- Contacts the administrator to recover it

→ Access is restored without switching security off.

**Somebody signs in with a different email from their account.**

- Checks which address the account was opened with

→ The commonest case is ruled out before escalating.

**An account was closed when the person left the company.**

- Confirms the status with the administrator

→ The answer takes a minute rather than several attempts.

**The password is saved in the browser and has changed.**

- Updates it wherever it was saved

→ The problem does not return the next day.