Error messages: sign-in, password and two-step

Every message you may see when you sign in, reset a password, accept an invitation or use two-step sign-in, and what to do.

ReferenceUpdated 2026-10-21

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These messages appear on the sign-in page, on My account and on the screens that change who can sign in. Find the message on your screen, then follow the fix in the same row. A "…" stands for a name, a number or a code that the message fills in.

Signing in and your session

Message	What to do
The email or password is not right	The email is not known or the password is wrong. Check both, or press Forgot it? to get a reset link.
Too many wrong passwords for this account. Try again in … minutes.	After 10 wrong passwords within 15 minutes the account is locked for a while. Wait the minutes shown, or reset the password by email.
This account is not active	The password is right, but your account is disabled or not active yet. Ask the agency owner to enable you in Team and roles.
This agency is suspended. Please contact support.	The agency's account is paused, usually because the subscription invoice is unpaid. The owner pays the open invoice from the email link, presses Reactivate if the subscription ended, or contacts support.
Your session has ended. Please sign in again.	Your session expired, you signed out on another device, or your account was disabled. Sign in again; you return to the same page.
Session not found	You tried to sign out a session in My account that had already ended. Refresh the list of sessions.

Password and reset links

Message	What to do
This link has expired. Ask for a new one.	A password reset link works for 1 hour and only once. Open Forgot it? on the sign-in page and ask for a new link.
Your current password is not right	You are changing your password in My account and the current password is wrong. Type your current password again.
Use at least 8 characters	The new password is too short. Choose a password of 8 characters or more.

Invitations

Message	What to do
This invitation has expired. Ask for a new one.	The invitation expired, was cancelled, or was already accepted. Ask the agency owner to resend it from Team and roles.

Message	What to do
That code is not right. Check the time on your phone and try the newest code.	The six-digit code is wrong or old. Type the newest code from your authenticator app; make sure the phone's clock sets itself automatically. When 3 tries or fewer are left, the message says how many.
Too many wrong codes. Try again in … minutes.	Five wrong codes in a row lock code entry for 15 minutes. Wait, then type the newest code, or use a recovery code. An owner can also reset your two-step sign-in.
That recovery code is not right or was already used	Each recovery code works once. Type another recovery code you saved.
Type a code from your app or a recovery code	You are turning two-step sign-in off without a code. Type the current six-digit code or one recovery code.
Set up two-step sign-in to continue	Your agency requires two-step sign-in for you, so you cannot change anything else until it is set up. Finish the setup on the screen that opens.
Start the setup again	The setup took too long or was opened in another tab. Start the setup again and scan the new QR code.
Two-step sign-in is already on	It was turned on already, for example in another tab. Refresh My account.
Two-step sign-in is already on. Turn it off first to move it to a new phone.	To move two-step sign-in to a new phone, turn it off with a code first, then set it up again on the new phone.
Turn on two-step sign-in first	You asked for new recovery codes while two-step sign-in is off. Set up two-step sign-in in My account first.
Two-step sign-in is required for your account, so it cannot be turned off. To move it to a new phone, ask an owner to reset it.	A rule of your agency requires it for you. Keep it on; for a new phone, ask an owner to reset it in Team and roles, then set it up again.
… has not set up two-step sign-in	You tried to reset two-step sign-in for a teammate who never set it up. There is nothing to reset.
Change your own two-step sign-in from My account	You cannot reset your own two-step sign-in from Team and roles. Use My account.
Turn your own two-step sign-in off from My account	You cannot remove your own two-step sign-in from an admin screen. Use My account.
This rule includes you. Turn on two-step sign-in for yourself first in My account.	You are making two-step sign-in required for a group you belong to. Turn it on for yourself in My account, then save the rule.
Pick at least one role	The rule "for these roles" in Settings → Sign-in security needs at least one role. Tick a role, or choose another rule.

Currencies, branches and addresses

Message	What to do
… is the base currency: its rate is always 1	The main currency needs no exchange rate. Choose another currency.
There is no exchange rate for …. Add it in Settings → Currencies.	An amount had to be converted from a currency without a rate. Add the rate in Settings → Currencies.
The file needs a "code" column and a "rate" (or "per_base") column	The exchange-rates file has no matching column headings. Name the columns `code` and `rate` (or `per_base`) and import again.
Use a three-letter code, e.g. BHD	The currency code is not three letters. Use the international code, such as BHD, SAR or USD.
Use a three-letter currency code	A report was asked for in a currency code that is not three letters. Pick a currency from the list.
Use three-letter currency codes	One of the prices uses a code that is not three letters. Pick the currencies from the list.
Another branch uses this code	Two branches cannot share a code. Give this branch its own short code.
Postal code: 5 digits	A Saudi postal code has exactly 5 digits. Correct it.
The … must not contain a user name or password	An address you typed in a connection holds a user name or password. Remove them from the address and type them in their own fields.