Getting Started

Trouble Signing In

What each sign-in problem means and exactly what to do, including Google's "Couldn't sign you in" screen, expired codes, locked accounts and email connections.

Find the message you are seeing below. Each one says what it means, what to do, and who has to do it. You sign in with your work email and a password on the sign-in page. There is no "Sign in with Google" or "Sign in with Microsoft" button, and there is no company to pick: after you sign in you land in your own company's portal.

Never give your password to anyone, including support. Nobody needs it to help you.

Wrong email or password

What you see: "That email and password don't match."

What it means: Either the email or the password is wrong. For your security the screen never says which one, and never says whether an account exists for that email.

What to do:

  1. Check the email is the exact work address your company set you up with.
  2. Check Caps Lock is off. Your password is either a 6-digit PIN or at least 8 characters.
  3. Still not working? Use Forgot Password? to choose a new password (next section).

Who does it: You.

Forgot your password

What you see: You don't remember your password, or the one you use no longer works.

What to do:

  1. On the sign-in page, press Forgot Password?, type your work email and press Send Link.
  2. You will see "If an active account uses that email address, a one-time reset code is on its way." That same message shows for every email, on purpose.
  3. The Set New Password screen opens. Check your email for a 6-digit code. It comes from the software's own address, not your company's, so look in Spam or Junk too.
  4. Enter your email, the code, and your new password twice, then press Verify Code & Update Password. You are signed in straight away.

No email after 10 minutes? Check the address you typed. If it was right, your account may be inactive or set up under a different email. Ask your company administrator.

Who does it: You. Your administrator can also set a password for you (see who to contact below).

What you see: "That code didn't work", "This link has expired or was already used", or the Choose Password & Finish Setup button in your welcome email stopped working.

What it means: Codes and setup links work once and only for a limited time. Asking for a new code cancels the old one, so only the newest code works.

What to do:

  1. Go to the sign-in page and use Forgot Password? to get a fresh code. This works for new users too; you don't need to wait for a new welcome email.
  2. Use the newest email only, and use the code soon after it arrives.

Who does it: You. Or your company administrator opens Settings → Users, opens your user and presses Send Password Setup Link, or types a new password under Reset User Password and presses Update Password, then tells you in person or by phone.

New user who never got a welcome email? The welcome email is sent from your company's own connected mailbox. If your company hasn't connected one yet, it never goes out. Use Forgot Password? instead; that email comes from the software itself.

Too many attempts

What you see: "Too many sign-in attempts from this network", or "Please wait before requesting another password reset code."

What it means: Repeated tries are paused to stop someone guessing passwords.

What to do:

  • Sign-in attempts: wait at least 5 minutes, then try once, carefully. If you don't know the password, stop guessing and use Forgot Password?.
  • Reset codes: you can request 3 codes for one email address every 15 minutes (and 20 an hour from one network). Use the newest code you already have, or wait for the time shown on screen.
  • Setup links sent by an administrator: 5 per user each hour.

Who does it: You. Waiting is the only fix; nobody can lift the pause early.

Account inactive or not linked

What you see: "This user profile is inactive", "Your login is valid, but it is not linked to an active user profile", "Your login is not linked to an active company", or "This sign-in has been switched off."

What it means: Your password was right, but your company has switched your user to Inactive, removed it, or it isn't attached to a company. Password resets don't send anything for an inactive user.

What to do: Ask your company administrator to open Settings → Users, find you (the Inactive Users button on the User List shows people who were switched off), switch you back to Active and press Submit, or add you again.

Who does it: Your company administrator.

What you see: You were sent to a different company's page, or "Your company portal could not be resolved", or "Platform owner accounts cannot use Company Login."

What it means: Every company uses the same sign-in page, and each email belongs to one company. A bookmark with another company's name in the address takes you back to your own portal. If you work for two companies, each one has to set you up with a different email.

What to do: Sign in from the main sign-in page, not an old bookmark. "Could not be resolved" needs your administrator or support. Platform staff use Admin Console instead.

Who does it: You, or your company administrator.

Not allowed from this network

What you see: "This account is not allowed from the current IP address."

What it means: Your company only lets your user sign in from certain internet connections, such as the office.

What to do: Sign in from an allowed connection, or ask your administrator to open Settings → Users, open your user and add your connection under Allow User Access from IP (or clear the list to allow any connection).

Who does it: Your company administrator.

Company workspace unavailable

What you see: "Your company workspace is unavailable because its subscription needs billing attention."

What it means: Your company's subscription needs attention. It is not a problem with your own sign-in.

What to do: Tell your company owner or whoever handles the bill.

Who does it: Your company owner or billing administrator.

Google says "Couldn't sign you in"

What you see: A Google page (not ours) saying "Couldn't sign you in", "Google couldn't verify this account belongs to you", and "contact your organization's admin" or "update login challenge settings".

What it means: This appears when you press Connect Google email on My Profile, or an administrator presses Connect Google on Email Integrations. Google Workspace is protecting the account, usually because of a new computer or place, or because the account has no recovery phone. The software isn't broken and your sign-in to it still works.

What to do (your company's Google Workspace administrator, who may be a different person from your software administrator):

  1. Go to admin.google.com and sign in as a Google Workspace administrator.
  2. Open Directory → Users and click the person's name.
  3. Open Security → Login challenge and press Turn off for 10 mins.
  4. Within those 10 minutes, the person signs in to Google on the computer they normally use, then goes back to My Profile and presses Connect Google email again.
  5. The person adds a recovery phone number to their Google account (myaccount.google.com → Security) so Google can verify them next time.

Personal Gmail with no administrator? Try again from a computer you have used with that account before, add a recovery phone, and wait a day if Google still refuses. You can also use Connect another email (SMTP) instead.

Google email connection did not finish

What you see: "Google connection was cancelled or expired", "Sign in with the Google account that matches your CRM login email", a message that an admin policy blocks the app, or you landed back on the sign-in page after connecting Google.

What to do:

  1. Sign in, open My Profile, and press Connect Google email again.
  2. On Google's screen pick the Google account whose address matches your sign-in email exactly.
  3. Tick every permission Google asks for (email and calendar) and press Continue.
  4. Open it in your normal web browser, not a browser inside another app.

If Google showed "Couldn't sign you in": follow the steps in the section above first.

If Google says an admin policy blocks the app: your Google Workspace administrator has to allow it in admin.google.com under Security → Access and data control → API controls.

Who does it: You, or your Google Workspace administrator for policy blocks.

Email connection needs reconnecting

What you see: On My Profile your email shows Connect Google email again with a red message, or on Email Integrations a sender shows Needs attention or Disconnected, or "Last test needs attention. Reconnect or correct the account details."

What it means: Google, Microsoft or your email host stopped accepting the saved connection. This often happens after a password change, a Google security check, or when an app password is removed.

What to do:

  • Your own email: open My Profile and press Connect Google email, or use Connect another email (SMTP) and press Test & connect with a new app password.
  • A company sender: a Company Super Admin opens Settings → Email Integrations and presses Connect Google or Test delivery on that sender.

Who does it: You for your own email; a Company Super Admin for company senders.

Microsoft 365 email

You never sign in with Microsoft here, and people don't connect Microsoft mailboxes one by one. A Company Super Admin sets Microsoft 365 up once in Email Integrations (Workspace integration → Verify & save), and the app registration needs the Microsoft Graph Mail.Send permission with admin consent. Bounced-email alerts also need Mail.ReadBasic.All with admin consent; see Email Integrations.

If Microsoft itself shows "Your sign-in was blocked" or asks for more information, that is Microsoft 365 security, not this software. Your Microsoft 365 administrator can unblock sign-in or reset multifactor authentication at admin.microsoft.com → Users → Active users.

Who to contact

  • Your company administrator (the person who manages Settings → Users, usually the owner or office manager): passwords, setup links, inactive users, network limits, email connections and billing.
  • Your company's Google Workspace or Microsoft 365 administrator (often the owner or an IT person): Google or Microsoft screens that block you.
  • Software support: only when your administrator can't fix it, for example the administrator is locked out too (support can set a new password for an active user), "This email is used in more than one account", or "Your company portal could not be resolved". The support contact is at the bottom of the Trouble signing in page, opened from the Trouble signing in? link on the sign-in page.