I cannot sign in

Why it happens

Most sign-in problems come from a mistyped email or password, a phone clock that is wrong, or a link that is too old. A few come from your account or your agency's account being paused.

What to do

1. The email or password is not right
   • Check the email: it is the one you were invited with, not necessarily your personal one.
   • Check the keyboard language (Arabic or English) and Caps Lock is on. Press the eye button to see what you typed.
   • Still refused: reset your password.
2. Too many wrong passwords for this account. Try again in 15 minutes. After 10 wrong passwords in 15 minutes, sign-in for this account stops for a while. Wait the minutes shown, or reset your password meanwhile.
3. That code is not right. Check the time on your phone and try the newest code. Set the phone's date and time to automatic, wait for a new code and type it straight away. Make sure you read the entry for this account in the app, not another one.
4. Too many wrong codes. Try again in 15 minutes. Wait, or use a recovery code. Lost the phone: I lost the phone with my authenticator app.
5. This account is not active Your account was disabled, or you never accepted your invitation. Ask your agency owner to enable you or to send the invitation again.
6. This agency is suspended. Please contact support. The agency's account is paused, usually for an unpaid invoice. The owner signs in and pays the open invoice on the Account paused page; everyone can work again as soon as it is paid.
7. This link has expired. Ask for a new one. (reset link) Reset links work for one hour and once. Ask for a new one on the reset page.
8. This invitation has expired. Ask for a new one. Invitations work for 7 days and once. Ask the person who invited you to send it again.
9. Your session has ended. Please sign in again. Not a fault: your session ended after 14 days, you signed out from another device, or your password changed. Sign in and you return to the same page.