Login issues: forgotten passwords and locked accounts

What each sign-in message means and how to get back in, whether you’ve forgotten your password, been slowed down or locked, lost your second sign-in step or been signed out.

Before you begin

• To help someone else: the user administration permissions in Settings → Users and roles (Administrators have them).

Reset your own password

1. On the sign-in page select Forgot password?.
2. Enter your Email and select Send link.
3. Open the email and choose a New password of at least 12 characters, then Confirm new password and select Change password.
4. Sign in again. Every other device you were signed in on is signed out.

Wait out a slow-down or lock

After a number of failed attempts (5 by default; your organisation can set 3, 5 or 10 in Slow down sign-in after), each further attempt makes you wait. After 5 more failures the account locks for 15 minutes.

1. Read the message: Too many attempts with “Try again in N seconds.” means wait that long before trying again.
2. If you receive the email “Your CompanionAxis account is locked for a short time”, wait 15 minutes.
3. Reset your password once the lock ends if you’re not sure of it, rather than guessing again.

Unlock a user or send them a reset (administrators)

1. Go to Settings → Users and roles and stay on the Users tab.
2. Find the person. A locked account shows Locked in the Status column.
3. Select the person to open their details, then select Unlock.
4. Select Send password reset to email them a reset link, or Reset two-step if they lost their second factor. They’ll set it up again at next sign-in.
5. Select End sessions if you think someone else is using their account.

Get past the second sign-in step

1. On Confirm it’s you, choose another method you set up (Passkey, Authenticator app, Text message or Email).
2. For a text or email code, select Send code and use the newest code.
3. If you have no other method, choose Recovery code and enter one of your saved codes. Each works once.
4. If none of these work, ask an administrator to Reset two-step for you.

Tips

• The page warns “Caps Lock is on.” while you type your password.
• A password found in a known data breach can’t be used: “This password has appeared in a data breach. Choose a different one.”

If something goes wrong

“Email or password is incorrect”

Check the email is the one your organisation invited, and check Caps Lock. Use Forgot password? rather than repeated guesses.

“Your organisation signs you in through its identity provider.”

Your organisation requires single sign-on. Enter your work email and select Sign in with SSO.

“Your organisation only allows sign-in from approved networks.”

Connect from the office or VPN, or ask an administrator to add your address to the IP allow list in Settings → Security and privacy.

“Your sign-in timed out” or “Too many attempts. Sign in again.” on the code screen

The sign-in attempt expired or five wrong codes were entered. Go back to the sign-in page and enter your email and password again.

Signed out with “You were signed out after a period of inactivity.”

Your organisation’s Web session timeout ended the session. Sign in again; administrators can change the timeout in Settings → Security and privacy.

“Your account isn’t active in any organisation.” or “Your access to this organisation has ended.”

Your account was deactivated. Ask an administrator to select Reactivate in Settings → Users and roles.