Why this matters
Being locked out of your account is stressful and time-sensitive, especially if a campaign is waiting to go out. Most sign-in problems come from a small set of causes you can fix yourself in a couple of minutes; the rest need a quick hand from our Support team.
Work through these first
- Use the exact email on your account. Sign in with the address you registered with. A typo, an alias, or a different work address won't match your account.
- Reset your password. If you're not sure it's correct, use Forgot password to set a new one. If the reset email never arrives, see Didn't get the password reset email?.
- Check you're on the right sign-in page. Sign in from the link your provider gave you, not an old bookmark or a different portal with its own login.
- Not getting your 2FA codes? If two-factor authentication is on and the codes don't arrive, see Multi-factor authentication (MFA). A login email on the suppression list can block these — see below.
Security or location blocks
For your protection, a sign-in attempt from a new device, network, or country (including some VPNs) can be challenged or temporarily blocked. Try again from your usual network, or without your VPN. If you're still blocked, contact our Support team and tell them roughly where and when you tried to sign in.
Your login email may be suppressed
If the email address you sign in with has landed on the suppression list, you may stop receiving your security codes and password-reset emails, which can lock you out. Only our Support team can remove a login email from the suppression list. See Managing your suppression list.
Account suspended or inactive
If your account was suspended, or automatically removed after a long period of inactivity, sign-in will fail even with the right credentials. Contact our Support team to check your account status and restore access.
Still can't sign in?
Contact our Support team from the email address on your account and include:
- The account email you're trying to sign in with.
- What happens when you try (an error message, no reset email, a blocked-location message, and so on).
- Roughly when and from where you last signed in successfully.
Related articles
- Didn't get the password reset email? - Fix a missing reset email
- Multi-factor authentication (MFA) - 2FA setup and lockouts
- Managing your suppression list - When your login email is suppressed
- Adding and editing users - Manage who can access the account