Can't Log In

You can't get into your account. The password is refused, Google sign-in drops you back on the login page, or your two-factor code doesn't work.

Likely causes

• You signed up a different way. An account made with Google has no password, and an email account isn't reached through Google with a different address.
• Your email isn't confirmed yet. Email sign-ups must click the confirmation link first.
• The reset link expired or was already used.
• Your authenticator's code is out of step, or you no longer have the phone it's on.
• Too many attempts in a minute. The page then says "Too many requests. Please try again later."

Fix it

Forgotten or refused password

1. On /login, click Reset password.
2. Enter your email and click Send reset link. Check spam if it doesn't arrive.
3. Click the link, enter a new password of at least 8 characters twice, and click Update password. You land on your dashboard.
4. If the page says "Link expired", click Request a new link and use the newest email.

Google sign-in sends you back

1. Click Continue with Google and choose the same Google account you signed up with. Sign-in moves the whole page to Google and back; it doesn't use a pop-up.
2. If you land on the login page again with no message, the sign-in didn't complete. Try once more, or try a private window.
3. Signed up with a password instead? Use your email and password, or reset the password as above.

Two-factor code refused

1. After your password, the Two-factor verification page asks for the 6-digit code from your authenticator app. Enter the code showing now; codes change every 30 seconds.
2. "Wrong code. Try again." usually means your phone's clock is off. Set it to update automatically and try a fresh code.
3. Lost the phone? There are no backup codes, so contact us from the email address on the account.

"Too many requests"

Wait a minute, then try again. The limit resets quickly.

Once you're back in

Turn on two-factor under Settings → Two-Factor Authentication with Enable 2FA. Login Activity on the same page shows recent sign-ins.

Changing your email under Settings sends a confirmation to the new address, and you must click it there.

How it works: the Error messages reference lists the sign-in messages with the other errors.

Still stuck?

Locked out completely? Email hello@99visibility.com from the address on your account and say which sign-in method you used.

In the dashboard, click the Help icon in the top bar and choose Ask support. It appears once you have set up a brand. The Help tab answers from these articles and from your own account.

Press Talk to a person and the conversation so far becomes a ticket. We reply by email to the address on your account.

Can't get into the dashboard? Email hello@99visibility.com or use the contact form. We don't promise a reply time on any plan; Pro tickets are answered first.