I cannot sign in, reset my password, or complete MFA
Recover access when sign-in, password reset, invitation, or multi-factor authentication does not work.
Use this page when sign-in fails, a reset email does not arrive, an invitation does not work, or MFA blocks access.
Fast checks
- Confirm that you are using the correct WanAware workspace URL.
- Enter the business email address that received the invitation.
- Use Google sign-in only when your company uses Continue with Google for the same email.
- Open the newest invitation or password-reset email; older links may no longer be valid.
- Check spam and quarantine folders.
- Correct the device date and time before retrying MFA.
- Try once in a supported private browser window to rule out stale cookies or extensions.
Common causes and fixes
| Symptom | Likely cause | What to do |
|---|---|---|
| “Invalid credentials” or password sign-in returns to the login page | Wrong email or password | Re-enter the invited email and use Forgot password? for password sign-in. |
| Reset email does not arrive | Wrong email, mail filtering, or no active account | Check the address and mail filters, then ask an administrator to confirm the member record. |
| Invitation link fails | You opened an older link, or the administrator changed the invitation | Ask the administrator to resend the invitation and use only the newest message. |
| WanAware rejects the MFA code | Device time is wrong, or you selected the wrong authenticator entry | Sync device time and verify that the authenticator entry is for WanAware. |
| Google sign-in uses the wrong account | Multiple Google sessions are active | Sign out of the unintended Google account or explicitly choose the correct account. |
| Sign-in works but the wrong company opens | The user belongs to more than one organization | Use the organization selector and choose the intended workspace. |
Verify the fix
Sign in, confirm the company workspace, and open one page required for your role. If only the page is missing, use A page or action is missing.
Known limitations
Support cannot ask for or verify your password, MFA code, reset token, invitation token, or Google credentials. Never send them.
Get help
Email [email protected] with your company, affected email address, workspace URL, sign-in method, timestamp and time zone, and the exact error text. State whether a new invitation or reset email arrived. Never include passwords, MFA codes, invitation links, reset links, or tokens.
Updated 2 days ago