I can't sign in to the panel
Check what causes sign-in problems with the panel and find out how to regain access to your account.
Sign-in problems most often come from a mistyped password or from browser settings. Below you'll find the causes, each with a way to check it and a solution. At the end, we describe situations that customers report as a sign-in problem even though they aren't one.
Check the message on the sign-in screen
The message points to the cause of the problem.
| Message | What it means |
|---|---|
| “Incorrect email or password.” | The email address, the password or both are wrong |
| “That email address is not valid.” | The email address isn't in a valid format |
| “Too many attempts. Wait a moment and try again.” | Signing in has been temporarily paused |
| “This account has been disabled.” | We disabled the account manually |
| “No network connection. Check your internet and try again.” | The browser has no connection |
Wrong sign-in details
Incorrect email or password
The same message appears in three cases: when the password is mistyped, when the email address is mistyped, and when no account has ever been registered for that email address.
How to check. Make sure you're entering the email address you created the account with. Also pay attention to capital letters in the password and to the keyboard layout.
Solution. Set a new password. On the sign-in screen, click “Forgot your password?”, enter your email address and click “Send link”. The message with the link arrives within a few minutes, and the link is valid for one hour.
If the link stops working, you'll see the message “This link has expired or was already used. Request a new one.” Then go back to the sign-in screen and send a new link.
Too many attempts
After several failed attempts, sign-in is temporarily paused.
Solution. Wait ten to twenty minutes and try again. In the meantime you can set a new password using the “Forgot your password?” link.
Account created with Google
If you created your account with the “Continue with Google” button, you don't have a password with us.
How to check. Try to remember whether you created the account with the “Continue with Google” button. The message won't reveal it: you'll see the usual “Incorrect email or password.”, because for security reasons we don't disclose which method was used to create an account.
Solution. Sign in with the “Continue with Google” button.
The Google sign-in window doesn't open
How to check. You'll see the message “Your browser blocked the Google sign-in window. Allow pop-ups and try again.”
Solution. Allow pop-ups for the panel address, or sign in using a different browser.
Causes related to account status
The email address hasn't been confirmed
Signing in works, but instead of the panel you see the “Confirm your email address” screen.
Solution. Open the link in the message we sent after you created the account. If you don't have it, send it again with the button on that screen and check your spam folder. Once you've confirmed your address, go back to the panel.
The account has been disabled
The message “This account has been disabled.” means the account was disabled manually. Neither an unpaid invoice nor the end of a trial period causes this.
Solution. Write to us and we'll look into the cause.
Causes on the browser side
After a refresh you land back on the sign-in screen
The panel keeps your session in the browser's storage. If the browser clears site data when it closes, or blocks it from being saved, the session has nowhere to be saved.
How to check. Sign in and refresh the page. If you land back on the sign-in screen, site data isn't being saved.
Solution. Allow site data to be saved for the panel address, or sign in using a different browser.
The panel page is blank
The panel requires JavaScript to be enabled. If it's disabled, you'll see a blank page with no message.
Solution. Turn JavaScript on, or sign in using a different browser.
The panel asks you to sign in again
When you change account settings after a longer break, you'll see the message “This action needs a fresh sign-in. Please sign in again.”
Solution. Sign in once more and repeat the change.
Situations mistaken for a sign-in problem
The situations below are sometimes reported as a sign-in problem, even though signing in itself works correctly.
You sign in, but you can't see your project
Your account works correctly, but the project has disappeared from the list. Most likely the project owner has removed your access to it. If you open the project's address directly, you'll see the message “No access to this project.”
Solution. Ask the project owner to add you to the team again.
You sign in, but the cookie banner has disappeared from the website
Your account works correctly, and the cause may be that the project has been paused, for example after the pageview limit is exceeded or after an unpaid invoice. You'll find the reason for the pause in the panel, on the “Domains” page.
Solution. It's described in the article The cookie banner isn't showing on the website.