I cannot log in to my account

Before you start

IVOTIA currently supports two main sign-in methods: email or username with password, or Continue with Google.

Use the same sign-in method you used when creating the account. If your account was created with Google and you never added a separate password, password login may fail even though the account exists.

Check the basics first

Most login problems come from using the wrong sign-in method, an older password, or an incomplete captcha challenge on the email-password form.

1. 1
   Make sure you are entering the correct email address or username.
2. 2
   Use your newest password if you changed it recently.
3. 3
   Complete the captcha verification before submitting the password form.
4. 4
   If IVOTIA sends you back to login after inactivity, sign in again. This usually means your session expired.

If you signed up with Google

Use Continue with Google on the login page instead of the password form.

If the Google account returns to IVOTIA with a conflict, the login page may tell you that the email already belongs to a password-based account. In that case, sign in with your email or username and password first.

1. 1
   Choose Continue with Google if that is how you created the account.
2. 2
   If you later added a password during onboarding, you can use either method.
3. 3
   If Google sign-in fails temporarily, try again from the login page instead of reusing an older callback URL.

If you see a specific error

1. 1
   Invalid credentials usually means the email, username, or password is wrong. IVOTIA uses this as a generic security message, so it can also appear when the account exists but does not currently have a password set.
2. 2
   Please verify your email before signing in. means the account email has not been verified yet.
3. 3
   Account suspended means access has been blocked and you need support help before you can sign in again.
4. 4
   Too many failed attempts means IVOTIA has temporarily blocked more password attempts. Wait and try again later instead of retrying immediately.

When to reset your password

Use the forgot-password flow if you normally sign in with email or username and password, but you no longer know the correct password.

1. 1
   Go to Forgot password from the login page.
2. 2
   Request a reset link for the email tied to the account.
3. 3
   Set a new password, then return to the login page and try again.

If you still cannot access the account

If the problem continues after checking the sign-in method, password, captcha, and verification status, contact support with the identifier you are trying to use and the exact error you see.

1. 1
   Include the email address or username you are entering.
2. 2
   Mention whether you are trying password login or Google sign-in.
3. 3
   Attach a screenshot of the error if possible.