Fix sign-in problems: passwords, email links and codes - Help Center

Signing in

What you see	What it means	What to do
`These credentials do not match our records.`	The email or the password is wrong. The page does not say which. Capitals in the email do not matter.	Check both, and click Show to read the password. Click Reset password? if you are not sure. An account made with Google, Facebook or Microsoft has no password until you choose one.
`Too many login attempts. Please try again in N seconds.`	Five wrong passwords for that email from your network address, or too many attempts in a minute.	Wait for the seconds it says.
`Please complete the security check, then try again.` `The security check failed. Please try again.` `We could not run the security check just now. Please try again in a moment.`	Where the check is set up, the sign-up and forgot-password forms show it from the start, and the sign-in form adds it after three wrong passwords from your network address in 15 minutes.	Complete the check. If it does not load, reload the page and try again.
A red line above the sign-in buttons	A Google, Facebook or Microsoft sign-in did not work: see Google, Facebook and Microsoft.
You type your password and are sent back to the Log in page after typing a code	Five wrong codes or recovery codes shut the code step for about five minutes, and nothing says so.	Wait five minutes, log in again and type the current code from the app, or a recovery code. See Set up two-factor authentication.

After the password, a page may ask for a code: see Set up two-factor authentication.

The confirmation email

No email has arrived. It can take a minute. Look in your spam folder. The Check your inbox page shows the address the link was sent to in bold: if it is wrong, click Wrong address? Change it. If it is right, click Resend link (it can be clicked 30 seconds after a link went out), or Send me a new link in the amber bar. Do not ask more than six times in a minute: the site then answers Too Many Requests until the minute is up.

The link has expired. The link is good for 7 days. Signed in, the Check your inbox page says That link has expired or is not valid. We can send you a new one. Signed out, the Log in page says That verification link has expired or is not valid. Log in and we will send you a new one. Ask for a new link as above.

I clicked the link and landed on the Log in page. The link works in any browser and does not sign anyone in. The page says Your email address is verified. Please log in. Log in.

The link shows an error page. The link was made for an address the account no longer has. Ask for a new link.

Every page sends me to the Check your inbox page. The site asks you to confirm your address before anything else. Confirm it, or click Log Out. Sign up, confirm your email and sign in lists what each amber bar holds back.

A tour I was invited to is not in my dashboard. The invitation waits until the address it was sent to is confirmed, and it is good for 14 days. Sign up with that address and confirm it.

An upload to the Asset Library says You can't upload files right now. If you haven't verified your email address yet, do that first. Confirm your address. If it is confirmed already and the tour is somebody else's, the owner has not given your role a tab that can add files.

A forgotten password

What you see	What it means	What to do
`If that address has an account, we have emailed it a link to choose a new password.` and no email comes	The page says this whether or not the address has an account. No email is sent for an address with no account, or if you asked less than a minute ago.	Check the address and your spam folder. Wait a minute and ask once more.
`Too many requests. Please try again in N minutes.`	Five requests a minute from your network address, or five an hour for that email.	Wait.
`This password reset token is invalid.`	The link is older than 60 minutes, was already used, or a newer request replaced it.	Ask for a new link and use the newest one.
`We can't find a user with that email address.`	The Email box on the reset page holds a different address from the one the link was made for.	Type the address the email was sent to.
`The password field must be at least 10 characters.` `The given password has appeared in a data leak. Please choose a different password.` `The password field confirmation does not match.`	The new password is refused.	Choose a longer one that is not a known leaked password, and type it the same twice.
`Too many attempts. Please try again in N minutes.`	Too many attempts to choose the new password.	Wait.

Google, Facebook and Microsoft

The red line says	What it means
`Signing in with Google is not available right now. Please use your email address instead.`	That provider is not set up on the site.
`Signing in with Google did not work, or was cancelled. Please try again.`	You closed the provider's window, or it answered with an error.
`Google did not share an email address, so an account cannot be made from it. Please sign up with your email address instead.`	The provider sent no address. An account needs one.
`There is already an account with the email address Facebook gave us. Please log in with your password, or with Google.`	An account with that address exists. Only Google signs you in to an existing account.

The provider's name in each line is the one you clicked.

My password stopped working after I used Google. If you made the account with a password and never confirmed the address, then clicked Continue with Google with the same address, Google took the account back. The address is now confirmed, the old password no longer works, every session has ended, and two-factor is off. Sign in with Google, or click Reset password? to choose a new password.

Signing up

What you see	What to do
`The email has already been taken.`	The address has an account. Log in, or click Reset password?.
`Please use an address you keep: temporary email services are not accepted.`	Use an address of your own.
`The email field must be a valid email address.`	Check for a typing mistake. The address's domain must be able to receive mail.
`A name cannot contain a link or an email address.` `Please use your name: it needs at least one letter.`	Change the Name box.
`There have been a lot of sign-ups from this address. Please try again in N minutes.`	Wait.

Still stuck

Write to moc.rmaronap@tcatnoc from the address on the account, and say what the page showed. Do not send your password.