The Normal Route
Your email address and your password. If two-factor is on, a second step asks for the six digit code from your authenticator app, and you are in.
If It Asks for an Emailed Code Instead
That means the address was never verified, usually because somebody signed up and closed the page before finishing. A fresh code is sent the moment you try, so check your email and enter it.
You are signed in as soon as it is accepted, so there is no need to go back and start again.
When a Two-Factor Code Keeps Being Rejected
The usual cause is not the code and not the app, it is the clock. An authenticator works out the number from the current time, so a phone whose clock has drifted by a minute generates codes that were correct a minute ago and are wrong now.
Turn on automatic date and time on the device running the authenticator. That fixes almost every case of codes being refused when nothing else has changed.
Codes also roll over every thirty seconds. If you are typing one that is nearly expired, wait for the next and use that instead.
Using a Backup Code
The two-factor screen has an option to use a backup code instead. Each one works once and is then spent.
If you are using them because the authenticator is gone, sign in and then turn two-factor off and on again to pair a new app. Otherwise you are working through a finite list towards being locked out.
Other Reasons It Refuses
- The password is wrong, which looks the same as an email that was never registered
- Too many attempts in a short time, which clears on its own after a wait
- The account is suspended, which says so rather than pretending the password is wrong
If You Have Forgotten Your Password
There is no self-service reset yet. Contact us from the email address on the account and we will sort it out by hand.
It is on the list to fix. Until then, writing to us is the fastest route.
If You Have Lost Everything
No authenticator and no backup codes means nothing you hold can prove the account is yours. Contact us from the address the account was made with, because that is the one thing left that we can check.
Signing In From the Help Centre
Signing in here sends you to the main site, because that is where accounts live, and brings you back to the page you were reading once you are done.
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