## **🔍 Overview**

If you are seeing errors such as **"This field is required"** or **"Try again later"** when attempting to log in or reset your password — even in incognito mode — your account access issue is most likely caused by one of the following: a temporary platform outage, an account that has become unexpectedly inactive, or a stuck subscription state. This article walks you through the steps to diagnose and resolve the problem.



## **⚠️ Common Causes of Login Failure**

- **Platform outage:** A service disruption can prevent authentication from completing, even if your credentials are correct.
- **Account unexpectedly deactivated:** In some cases, accounts become marked as inactive due to a system error, blocking access to both the main platform and any whitelabel dashboards.
- **Stuck subscription state:** A billing or OAuth refresh issue can lock an account in a failed state, preventing login even after a password reset.
- **Browser or cache interference:** Stored session data can conflict with a fresh login attempt.

## **🛠️ Step-by-Step Troubleshooting**

1. **Check for a known outage.** Before troubleshooting your account, confirm whether there is an active platform incident. Our team posts status updates; our support team can confirm this immediately via the chat widget.
2. **Clear your browser cache and cookies**, then try logging in again. Alternatively, open a private or incognito window in a different browser to rule out local session conflicts.
3. **Attempt a password reset.** Go to the login page and select **Forgot Password**. Enter your email address and follow the link sent to your inbox. If the reset email does not arrive within a few minutes, check your spam folder.
4. **Try a different network.** Switch from Wi-Fi to a mobile data connection, or use a VPN if one is available, to rule out network-level blocks.
5. **Wait and retry.** If a platform outage is confirmed, authentication services may be temporarily unavailable. Wait 10–15 minutes and attempt to log in again before escalating.
6. **Contact support if the issue persists.** If none of the above steps restore access, your account may require a manual reactivation or a subscription state reset by our engineering team. See the section below for how to reach us.

## **📋 Information to Have Ready**

To speed up resolution when you contact support, please have the following details available:

- The email address associated with your account
- The exact error messages you are seeing (screenshots are helpful)
- The browser and operating system you are using
- Whether the issue occurs in incognito mode or on a different device
- Approximately when the problem started

## **💡 Why Does This Happen?**

Platform-wide login failures are rare but can occur when core authentication services — such as session management or subscription verification — experience a disruption. In some cases, individual accounts can become stuck in an inactive or unverified state due to a system error, even when no outage is affecting all users. Our engineering team actively monitors for these conditions and works to restore affected accounts as quickly as possible.



## **🔄 After Access Is Restored**

Once you can log in successfully, we recommend taking these steps to protect your account going forward:

- Verify your account details are correct by navigating to your **avatar (top-right corner) → Settings**.
- If you manage a team, review your team members under **avatar → Team Members** (URL: **/settings**) to confirm all users have the correct access level.
- Update your password if you completed a reset during troubleshooting.

## **🆘 Still Cannot Log In?**

If you have followed all the steps above and still cannot access your account, our support team can investigate your account status directly and escalate to engineering if needed. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.