Account access problems

Symptoms

• Cannot log in
• "Invalid credentials" error
• Password reset not working
• Account appears locked
• Two-factor authentication issues

Possible causes

Password issues

1. Forgot password: Cannot remember
2. Typo: Entering incorrectly
3. Wrong email: Using different email than registered
4. Caps lock: Password is case-sensitive

Authentication issues

1. Wrong login method: Used Google but trying email, or vice versa
2. Session expired: Need to log in again
3. Browser issue: Cookies or cache problem
4. 2FA code expired: Time-based codes are time-sensitive

Account issues

1. No account: Never actually created one
2. Different account: Logged in with different email
3. Account disabled: Rare, usually for policy violation
4. Organization removed: You were removed from the team

Resolution steps

For forgotten password

1. Go to the login page
2. Click "Forgot Password"
3. Enter your email address
4. Check email for reset link
5. Click link and create new password
6. Log in with new password

If reset email not received

1. Check spam/junk folder
2. Verify you entered the correct email
3. Wait a few minutes and try again
4. Try a different email if you have multiple
5. Contact support if still not receiving

For wrong login method

Remember how you signed up:

• Google: Click "Continue with Google"
• GitHub: Click "Continue with GitHub"
• Email: Enter email and password

If you signed up with Google, password reset will not help - use Google login.

For browser issues

1. Clear browser cookies and cache
2. Try incognito/private browsing mode
3. Try a different browser
4. Disable browser extensions temporarily

For 2FA issues

If two-factor authentication is enabled:

1. Use your authenticator app
2. Enter the current code (changes every 30 seconds)
3. If you lost your device, use backup codes
4. If no backup codes, contact support

Specific error messages

"Invalid email or password"

• Double-check email spelling
• Try password reset
• Try different login method (Google/GitHub)

"Account not found"

• You may not have an account with that email
• Try other emails you use
• Create a new account if needed

"Account disabled"

• Contact support for explanation
• Usually indicates policy issue
• Provide your email when contacting

"Too many login attempts"

• Wait 15-30 minutes
• Try again with correct credentials
• Reset password if unsure

Recovering access

With email access

1. Use password reset
2. Check all email addresses you use
3. Follow reset link

Without email access

1. Contact support
2. Provide account verification info
3. We can help recover or transfer

With social login (Google/GitHub)

1. Ensure you are signed into correct Google/GitHub
2. Use the same login method as signup
3. Check which email Google/GitHub uses

When to contact support

Contact support for:

• Account appears locked or disabled
• Cannot receive reset emails
• Lost 2FA device and no backup codes
• Someone else accessed your account
• Need to change account email

Include:

• Email address associated with account
• When you last accessed successfully
• What you have already tried
• Any error messages seen