Why can't I sign in?
Use this guide to match the message you're seeing to what to do next.
| Message or problem | What to do |
|---|---|
| Invalid username or password. | Check your username or email and password. Passwords are case-sensitive. If you can't remember it, select Forgot your password?. |
| This account is locked out. Try again later. | Your account has been locked after too many failed attempts. The quickest fix is to reset your password with Forgot your password?, which also unlocks your account. You'll still need your two-step verification code afterwards. |
| That code wasn't right. Please try again. | Enter the newest code. Emailed codes expire after 10 minutes and stop working once a new one is sent. Authenticator codes change regularly, so check your phone's clock is set automatically. |
| The emailed code or reset link hasn't arrived | Check your junk folder. For a code, select Resend code. For a reset link, wait a minute before asking again. |
| Your setup session expired. Please start again. | Two-step verification setup must be finished within 10 minutes. Choose your option again. |
| I've lost my phone or can't get codes | Contact Three 17 support. |
| A Sign in with Microsoft error | Try again, or sign in with your username and password. |
| I'm a back-office user and the member sign-in doesn't work | Back-office accounts sign in through Sign in to Backoffice, not the member form. |
Still stuck?
Contact your AutomatedOn administrator or Three 17 support, and tell them the exact message you see.