I can't sign in

Find what you see on the sign-in page.

"Forgot password?"

On the sign-in page, press Forgot password?. Enter the email you signed up with. If there's an account for it, we email a reset link. The link is good for 1 hour. No email? Check your spam folder, and make sure you typed the email your account uses.

An admin can also send you a reset link from Settings → Users. That link lasts 24 hours.

"invalid credentials"

The email or password is wrong. Check Caps Lock and the email address, or reset your password.

If you've tried many times, you may have to wait a little before trying again.

"That code didn't work"

The 6-digit code from your authenticator app wasn't accepted.

• Use the code for Hey Quad, not another account in the app.
• Type it before it changes. Codes change every 30 seconds.
• Make sure your phone's clock is set automatically. A phone whose time is off makes wrong codes.
• Use one of your recovery codes instead. Each one works once.

"Too many wrong codes." Wait the minutes it shows, then try again.

"That took too long." Enter your password again, then the code.

You lost your phone or your passkey

• Use a recovery code where it asks for your code.
• Sign in with another passkey or device if you have one.
• Ask an admin of your organization to reset your two-factor. See Two-factor sign-in and passkeys.

The passkey button does nothing

• Your device must have a screen lock, fingerprint or face sign-in turned on.
• The passkey must be saved on this device or in your password manager. Use your password and code if it isn't, then add a passkey for this device.

"Set up two-factor sign-in"

Your organization requires two-factor. You can't continue until you set it up. Choose Create a passkey (recommended) or Use an authenticator app, and follow the steps.

"Invite expired" or "Invite invalid"

The invite link is too old or was replaced. Ask the person who invited you to send a new one. Admins do this from Settings → Users with Re-send the email with a fresh setup link.

You signed in, but your organization is missing

An admin may have deactivated you, or you may be signed in with a different email. Use the avatar menu to check which account you're in. Ask an admin of your organization to check Settings → Users → Inactive.

Still locked out?

Ask an owner or admin of your organization first. They can reset your password and your two-factor.

If you're the owner and can't get in, contact support or call us. We'll check who you are before we change anything on your account.