Sign-in and password recovery

Forgotten password

Use Forgot password on the sign-in page. A reset link goes to your registered email address.

If nothing arrives within a few minutes: check the spam folder, and check you are using the address the firm invited — people commonly try a personal address when the invitation went to a work one. The reset only reaches the address on the account.

The two-factor code is refused

Nearly always the phone’s clock. TOTP codes are generated from the current time, and a phone drifting by a minute produces codes the server has already passed.

Turn on automatic date and time on the phone, wait for it to settle, and use the next code rather than the one already on screen.

If it still fails, use one of your single-use backup codes. See Two-factor authentication setup.

The phone is lost

Sign in with a backup code, then turn two-factor off and set it up again on the new phone. With neither the phone nor a backup code, an admin at your firm has to help.

The invitation link does not work

Invitations work once and expire within a day. A link that has been used, or has been sitting in an inbox since last week, is refused — including if it has been forwarded on.

There is no way to revive one. Ask the firm for a fresh invitation; it takes them one press. See Inviting clients and team members.

“Your account is not active”

The account has been deactivated or suspended, usually because somebody has left the firm or the account was set up and never used. An admin reactivates it from Users.

Signed out unexpectedly

Sessions expire and are normally renewed in the background while you work. Being signed out after a long idle period is expected. Being signed out repeatedly within a few minutes usually means the browser is blocking storage — check for a privacy extension or a strict cookie setting on the portal’s address.