Troubleshooting
I can't sign in
Work through the common sign-in problems: a wrong password, too many attempts, a refused two-factor code, a lost phone, a moved workspace or a missing e-mail.
Most sign-in problems have a quick fix. Start with the message you see.
"We couldn't recognize that login information"
The e-mail address or the password is wrong; for your safety the page does not say which. Check that Caps Lock is off and that you use the address you signed up or were invited with. If it still fails, choose Forgot Password? and reset it. See change or reset your password.
"Too many attempts"
After several wrong attempts, sign-in pauses for a short while. Wait, then try again.
The two-factor code is refused
- Set the time on your phone to update automatically. Codes depend on the clock.
- Each code works once; wait for the next one.
- After too many wrong codes the code step locks for a while. A recovery code from Try Another Way still works.
You lost your phone and your recovery codes
Ask the Owner or an Admin of your workspace for help. If you are the Owner, contact us from the account's e-mail address.
Your workspace moved to its own domain
If your organisation moved the workspace to a white-label domain, sign in at that address. Signing in on SocialApp's own address tells you where to go.
No e-mail arrives
Check the spam folder and wait a few minutes. Reset links work for 60 minutes and invitation links expire too, so ask for a new one if the old link no longer works.
The account is deactivated or suspended
A deactivated member cannot sign in to that workspace; ask its Owner or an Admin. A suspended organisation is handled by the SocialApp team; contact us.