Login problems almost always come down to one of five things. Work down this list in order; it is arranged from most to least common.
1. You are using the wrong email address
The account logs in with the email address on file, which is not always the address you use day to day. If your account was set up by a colleague or by us during onboarding, it may be a role address such as admin@ or billing@. Try any address associated with your organisation before assuming the password is wrong.
2. The password is right but the account is a sub-account
Additional contacts on an account only have login access if that was explicitly enabled and a password set for them. A contact who receives your invoices by email does not automatically have a login. Ask whoever holds the primary account to check the contact's settings.
3. Two-factor authentication is failing on time drift
If your authenticator app produces codes that are always rejected, the clock on the device generating them has drifted. Turn on automatic time synchronisation on that phone or computer and try again. This is far more common than a genuinely wrong code.
If you cannot produce a working code at all, use a backup code. If you have no backup codes, you will need to contact us and prove ownership of the account — which takes longer than it takes to save the codes properly in the first place.
4. Too many failed attempts have locked you out
Repeated failures trigger a temporary block. Wait, then try once carefully rather than repeatedly. Each further attempt extends the block.
5. Something local is interfering
In order: try a private or incognito window, then a different browser, then a different network such as a phone hotspot. If it works in a private window, clear cookies for the site. If it works on a phone hotspot but not on your office network, the problem is a firewall, VPN or content filter on that network, not your account.
Use password reset before opening a ticket
The reset link on the login page is the fastest route and does not require us. It sends to the address on file — which also confirms, usefully, whether you have the right address.
When to contact us
Open a ticket, or call, if the reset email never arrives, if you have lost access to both your authenticator and your backup codes, or if you suspect someone else has changed the account details. In the last case, read the article on responding to a suspected compromise first; the order in which you do things matters.
