Check the sections below and try the steps for the symptom closest to yours.
If this page does not solve your problem, or none of the symptoms match, contact support with the information we need.
What to do when you cannot log in
"Incorrect username or password" appears after entering your username and password
This appears when the login information you entered does not match the registered account information. Enter the correct information again.
If that does not help
If you still cannot log in after re-entering your login information, go to the next section.
You do not know your username or password
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If you do not know your username (email address)
- Contact support.
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If you do not know your password
- On the sign-in screen, tap Forgot your password? to reset your password.
How to reset your password
- Enter the username (the email address you use to log in), then tap Reset my password.
- Enter the code in the password reset email you receive, then set a new password.
If you do not receive the password reset email
- Possible reasons:
- The username you entered does not match the registered information.
- The email was sorted into your spam folder.
- Your company's mail system blocked the email.
- If none of these apply, contact support.
"This space's contract is outside its valid period, so the app cannot be used" appears
You cannot log in because the contract period has ended. Check the contract period with your administrator, then contact support.
You cannot log in after changing devices
Replacing your smartphone or tablet does not affect your login information. You can keep using the same login information as on your previous device. First, check that you entered it correctly.
If you entered the correct login information and still cannot log in, follow the steps in "You do not know your username or password" above.
Your account is locked after entering the wrong password several times
If you enter an incorrect password more times than the limit we set, a security feature locks your account to prevent unauthorized access.
If your account is locked, wait 5 to 10 minutes, check that your password is correct, then try to log in again.
Please avoid repeatedly trying to log in when you do not know your password. Doing so makes the security lock harder to clear.
If you do not know your password, follow the steps in "You do not know your username or password" above.
Information we need
- When the problem started
- The specific symptom
- The username affected
- What you have already tried