Fix problems signing in

You can't get past signing in, and you see one of these:

• "Incorrect code. Please try again."
• "Too many incorrect codes. Please wait 15 minutes, then request a new code."
• Your company login sends you back to the sign-in page, with no message.
• Access Denied in the Admin PanelAdmin Panel The staff-only side of a hub, opened with the Admin button, where the firm manages cases, users, templates, automations and settings., with "The Admin Panel is only for this hub's Admins and Managers."
• Access Denied with "You do not have access to this account" or "Your account has been disabled by an administrator".
• "Auto signup is disabled" when you open your firm's portal.

Why it happens

• Codes. A sign-in codeSign-in code A 6-digit code sent to your email or phone each time you sign in, so no password is needed; it expires after 10 minutes. works for 10 minutes, and only the newest one works. After five wrong codes, signing in is locked for 15 minutes, even with the right code.
• Single sign-on. If your firm requires single sign-onSingle sign-on (SSO) Signing in through your firm's own company login instead of a sign-in code, set up for your email domain on the Enterprise plan., your company login opens from any sign-in page. You land back on the sign-in page when the hub refuses the company login's answer: it gave an address on another domain or none at all, it wasn't signed, or its settings no longer match the ones your firm set up here. The page doesn't say which.
• Only for Admins and Managers. The Admin Panel is open to a hub's Admins and Managers. Everyone else works in the Lobby.
• "You do not have access to this account" or "Auto signup is disabled". You're signed in with an email address, phone number or Google account your firm hasn't added. Each one is a separate account.
• "Your account has been disabled by an administrator". That hub has disabled you. Your other hubs aren't affected.

How to fix it

• A code fails. Type the code from your newest email or text, or choose Resend Code. After a lock, wait 15 minutes, then choose Resend Code for five more tries. See Sign in to your hub.
• Single sign-on returns you to the sign-in page. Ask your firm's IT team or an Admin of your hub to check the company login's setup. See Connect your company login for single sign-on.
• The Admin Panel is only for Admins and Managers. Choose Go to the Lobby in the window to work in the hub's Lobby. If you need the Admin Panel, ask an Admin of your hub to make you a Manager. See Understand user types and roles.
• You're signed in with the wrong account. Choose Close. On your Hubs page, choose your name at the top right, then Log out. Sign in again with the email address or phone number your firm added.
• You've been disabled. Choose Close to go to your Hubs page, and ask an Admin of that hub to enable you again.