I cannot log in
For readers and authorsUpdated 1 min read
Email or password is incorrect" means one of the two is wrong, or the account was closed. Check the address, reset the password from the login page (the link works once and expires in an hour), wait a minute after "Too many attempts", and a suspended account is told so with support as the next step. Signed out everywhere means someone used Sign out everywhere.
The short answer
Work through these in order
- The e-mail address. Use the one you signed up with; it is not case-sensitive. Email or password is incorrect is the same sentence for a wrong address, a wrong password and an account that was closed, so the page cannot tell you which.
- The password. If you cannot remember it, press Forgot password? on the login page (I forgot my password). The link comes to the address on the account, works once and expires in an hour; if it does not arrive, see The reset e-mail did not arrive.
- Too many attempts. Wait a minute and try again. Logins are limited per address and per connection; a minute later the limit is gone.
- This account is suspended. The page says so. Suspensions come with a notice explaining why; Appealing a decision is the next step, or contact support.
- Signed out on every device at once? Somebody (you, or support at your request) used Sign out everywhere (Sign out everywhere). Sign in again.
- A closed account cannot log in again (Close your account).
Signing up, not in?
The beta needs an invite code at signup: ask the author who sent you, or request one from the front page (About the beta).
Still stuck? Send it to the team signed out, with the e-mail on the account and what the page says.
Where this lives
Related
- I forgot my password: Ask for a reset link from the login page (Forgot password?) with the e-mail address on your account; the link works once, expires in an hour, and using it signs out every other device.
- The reset e-mail did not arrive: Check the spam folder and the address you typed; a link expires an hour after it was sent; when e-mail is off for a beta deployment the request is recorded and the team sends the link by hand.
- Changing your password: Signed in, change your password under Settings › Account with your current one; other devices stay signed in unless you use Sign out everywhere else. Forgotten it? Ask for a reset link from the login page.
- Appealing a moderation decision: When a moderator hides a post or review, unpublishes a book, archives a Circle or suspends an account, the owner is told with the reason. To appeal, contact support with what was hidden and why the decision was wrong; a different person reviews it.
- Signing out everywhere: Settings › Account › Sign out everywhere else ends every other session (a shared computer, a lost phone, a password you suspect was known) while this device stays signed in; a password reset does the same.
- Deleting your account: Settings › Account › Delete account asks for your password and your username (an account made with Google emails you a link instead), hides your profile, posts, reviews and comments at once and logs you out on every device; we email you the deletion date and a Keep my account button. After 30 days the account is permanently deleted, with the rows tied to it, your files and the log of emails sent to your address.
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