Most sign-in problems have a quick fix. Find the message you see below, or work through the checks in order.
"The provided email and password do not match."
HelpCenter.io didn't recognize that email and password together.
Check that you're on the sign-in page at helpcenter.io/app/signin.
Use the email address your account was created with. If a team invited you, that's the address the invitation went to.
Check that Caps Lock is off, and that your password manager didn't fill in the details of another account.
Still no luck? Reset your password (next section).
Were you invited but never finished signing up? Open the invitation email and create your account from its link first. Until you do, there's no password to sign in with.
Reset your password
On the sign-in page, click Forgot password?
Enter your email address and click Send Password Reset Link.
Open the email with the subject "Reset Password Notification" and click the link in it. The link works for 60 minutes.
Enter your Email address and a New password of at least 8 characters, confirm it, then click Reset Password.
Messages you might see along the way:
"We can't find a user with that email address." No account uses that address. Try the other email addresses you use.
"Please wait before retrying." A link went to that address less than a minute ago. Wait a minute before you ask for another one.
"This password reset token is invalid." The link is more than 60 minutes old, or it was already used. Request a new one.
No email after a few minutes? Check your spam folder for a message from app@helpcenter.io. See I'm not getting emails from HelpCenter.io.
"Too Many Requests" (error 429)
After several sign-in attempts in a short time, HelpCenter.io pauses sign-in for that email address for a minute. Wait a minute, then try again. If you're not sure of your password, reset it instead of guessing.
Your two-factor code isn't accepted
If the Two-Factor Authentication page says "The provided two factor authentication code was invalid.":
Type the code your authenticator app shows at that moment. Codes change every 30 seconds, and each code works only once.
Check that you're reading the HelpCenter.io entry in your app, not the code for another account.
Set your phone's date and time to update automatically. Codes are based on the clock, so a phone that runs fast or slow produces codes that don't match.
Lost the phone with your authenticator app? See I lost my authenticator device.
"This account has been suspended."
The full message reads "This account has been suspended. Please contact support for more information." Only our team can help here. Contact us from the email address on the account.
"Page Expired" (error 419), or the page reloads without an error
HelpCenter.io needs cookies to sign you in. If your browser blocks them or holds on to old ones, you can land back on the sign-in page with no message at all.
Reload the sign-in page and try again. A sign-in page that was left open for a long time shows "Page Expired" when you submit it.
Try a private (incognito) window. If sign-in works there, the problem is in your usual browser's cookies or extensions.
Allow cookies for helpcenter.io, or clear its cookies. Here's how in Chrome, Firefox, Safari and Edge.
Signing in to read a help center
A private help center opens only for people on its team. Ask the team to invite you (the Viewer role is enough to read), then sign in with the address the invitation went to.
A help center that uses single sign-on signs you in through its company's own login page, not with a HelpCenter.io password. If that doesn't work, contact the company that runs the help center.
Still stuck?
Write to us from the email address on your account and tell us what you see on the screen. See Contact HelpCenter.io support.
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