Account & Login Problems
Verification codes that do not arrive, password resets, two-factor sign-in, Google sign-in, and locked or suspended accounts.
My Verification Code Did Not Arrive
- 1Check your spam and promotions folders.
- 2Check the email address on the screen. If it is wrong, go back and sign up again with the right one.
- 3Wait for the resend timer, then resend. Always use the newest code: a new one replaces the old one.
- 4Codes expire after 15 minutes. An "invalid or expired" message means the code was mistyped, old or replaced.
Tip
- Google sign-ups do not need a code.
Resetting a Forgotten Password
Use "Forgot?" on the Login page. The emailed link works for 15 minutes. Resetting your password signs you out on your other devices. See Logging In & Password Recovery for the steps.
Two-Factor Sign-In Problems
| Problem | Fix |
|---|---|
| "Invalid MFA code" | Make sure your phone's clock is set automatically, then use the current code. Codes change every 30 seconds. |
| Locked for 15 minutes | Too many wrong codes. Wait the time shown, then try again. |
| I lost my phone | Use one of the backup codes you saved when you turned two-factor on. Each works once. |
| I lost my phone and my backup codes | Contact support using the Account & Login topic. |
Google Sign-In in the Apps
In the Windows app, Google sign-in finishes in your web browser; complete it there and return to the app. If Google sign-in is unavailable on a device, sign in with your email and password instead. Signed up with Google and have no password? Use "Forgot?" on the Login page to set one.
Security Checks and "Too many attempts"
After several failed sign-in attempts we ask you to complete a quick security check first. "Too many requests" means you should wait a while before trying again. Sign-in is never locked permanently for a wrong password.
My Account Is Suspended
An account suspended for a policy violation cannot sign in. If you think this is a mistake, contact [email protected] from the email address on the account.
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