Troubleshooting Sign-in Problems
What to check when you cannot sign in, verify your email, complete two-factor authentication or restore a session.
Overview
Most sign-in problems fall into a few verified categories: wrong credentials, an unverified email, a two-factor challenge, the beta gate, a revoked session, or a banned or deleted account. Work through the matching section.
The password is rejected
- Check the email address is the one on the account.
- Passwords are case-sensitive; check caps lock.
- Use Forgot password? to reset it. The reset link is single-use and time-limited.
- If someone else changed the password, reset it and review **Settings → Security →
Sessions**.
The beta page keeps appearing
When beta signup is enabled, registration is gated. Use the approval email's link in the same browser. An expired or already-used link cannot be reused; request access again or ask for a new invitation.
The email is not verified
Caseta asks you to confirm your address before entering the app. Open the newest confirmation email (links are single-use and expire) or use Resend verification. For an invitation, confirm the email first, then reopen the invitation.
The two-factor code is rejected
- Codes are time-based and change every 30 seconds; wait for the next one.
- Check the device clock is correct.
- Use a backup code if the authenticator is unavailable. Each backup code works once.
- If both are lost, contact support; recovery requires identity checks.
You are signed out unexpectedly
A session can end because it expired, was revoked in Settings → Security → Sessions, or the account was signed out elsewhere. Sign in again and review active sessions. If an unrecognised session appears, revoke it and change the password.
The staff tab refuses your details
Staff sign-in requires the email to belong to the named agency. Use the Owner tab for normal sign-in. Check the agency's web address (slug), not its display name.
The account is banned or deleted
A banned account returns 403; a deleted account is removed. Contact support with the account email and agency. Deletion is irreversible.
Common Problems
| Symptom | Likely cause | Resolution |
|---|---|---|
| "Invalid email or password" | Wrong credentials | Reset the password |
| Verification loop | Unverified email | Resend and confirm |
| 2FA loop | Wrong code/clock | Wait for a fresh code; use a backup code |
| Redirect to onboarding | No organisation | Complete onboarding or accept an invitation |
| 403 | Banned or no access | Contact support / ask an admin |
Security and Privacy
Never share your password, 2FA secret or backup codes. Support will not ask for them. Report unexpected sign-ins immediately and revoke the session.