Troubleshooting sign-in
What each sign-in message means and what to do about it.
Symptom → cause → fix, for every message the sign-in flow can show.
Who can do this: everyone.
The messages#
| You see | Why | What to do |
|---|---|---|
| A single "invalid credentials"-style refusal | Wrong email or wrong password — the page deliberately never says which | Re-type both; if unsure, use Forgot password? |
| "email not verified" | An Administrator account that never finished the signup verification | Finish signup — signing in resumes the wizard |
| "access denied" / "account disabled" | The account has been disabled | Administrators: contact support. Staff: talk to your Administrator |
| A restriction notice mentioning billing | The business's subscription is restricted after failed payments; staff sign-in is blocked, the Administrator can still get in | Administrator signs in and settles billing — see Payment & the customer portal |
| "Your session expired. Please sign in again." | A long-idle or revoked session | Sign in again — nothing is wrong with the account |
| "Too many requests" (asked to retry shortly) | Many sign-in attempts in a minute from your network | Wait a moment and try once, carefully |
| "Invalid business alias or failed to fetch business details" | The Business alias is mistyped, or doesn't exist | Check the alias with your Administrator — lowercase, hyphens, no spaces |
| "Business alias is required for staff accounts" | The Staff box needs the alias | Enter it — staff sign-in always needs alias + email + password |
Staff-specific notes#
- The alias is set once, at signup, by the owner — it never changes. Save it.
- If your invitation link misbehaves instead of your sign-in, that page is Invited staff: first sign-in.
Still stuck?#
- No sign-in attempt "locks" an account by itself — there is no attempt lockout, so waiting does not fix a wrong password. Forgot password? does.
- If nobody in the business can sign in at all, that is worth reporting rather than retrying.