I can't log in

When a login fails, the screen shows a red banner describing the cause. The message you see points to the fix. Here are the most common situations.

You’ve forgotten your password

On the login screen, click Forgot password?, enter your email address, then confirm with Send reset link. Service emails you a link to reset your password.

The message shown next is always the same: “If an account exists with this email, you will receive a password reset link shortly.” It does not confirm that an account exists for that address. If the email doesn’t arrive, check your junk folder and confirm you entered the exact address of your account.

The link stays valid for 30 minutes. Open it, choose a New password of at least 8 characters, confirm it, then submit. Service does not log you in automatically: after the reset you return to the login screen and sign in with your new password.

Once logged in, you can change your password at any time from your profile.

The reset link doesn’t work

A link opened more than 30 minutes after you received it is no longer valid, and the message “This reset link is invalid or has expired. Please request a new one.” appears. Each new request cancels the previous link, so always use the most recent email. Start again from Forgot password? to get a fresh link.

“Invalid email or password” when your credentials look correct

The message “Invalid email or password” covers two cases at once: the address is unknown, or the password doesn’t match. Service does not tell them apart on purpose, so it never reveals which addresses have an account.

Check the email address first — a typo, or an address other than your account’s, produces this message. Then retype the password.

If the same message persists when you’re sure of the password, your account may be temporarily locked. After 10 failed attempts, Service locks the account for 30 minutes, and during that window the same message keeps showing even with the right password. Wait about thirty minutes, then log in again. If you’re no longer sure of the password, use that time to reset it from Forgot password?.

“Cannot connect to server”

This message means your device couldn’t reach Service. Check your internet connection, then try again. The message “Server error. Please try again later.” points to a problem on Service’s side rather than your credentials: wait a few minutes and retry. If it persists, contact Service support.

Your email isn’t recognized

Back-office access is created by invitation: you can’t open an account yourself. If your address is never accepted, the invitation may have gone to a different address, or it may not have been sent yet.

Reach out to whoever administers your team in Service: they can check which address your access was created under and reinvite you if needed.