Login & Account Access Issues
Solutions for login problems, locked accounts, password resets, verification codes, and 2FA issues
What You'll Learn
- Fix common login errors
- Reset your password
- Handle email verification code issues
- Troubleshoot two-factor authentication (2FA)
- Understand account lockouts and rate limits
"Invalid credentials" Error
This error means the email or password you entered doesn't match any account in our system.
How to Fix
- Double-check your email address — case doesn't matter, but typos do
- Passwords are case-sensitive — check that Caps Lock is off
- Try a different email — you may have registered with a different address
- Use "Forgot your password?" to reset your password if you're unsure
Account Locked Out / "Too Many Login Attempts"
After 5 failed login attempts, your account is temporarily locked to protect against unauthorized access.
What to Know
- The lockout is per email + IP combination — different devices have separate counters
- Wait for the lockout to expire — the error message shows the remaining time
- The lockout resets automatically after a successful login
Need access now? Reset your password using the "Forgot your password?" link. The password reset flow is separate from the login rate limiter and won't be blocked.
Email Verification Code Not Arriving
During registration, you'll receive a 6-digit verification code by email. If it's not showing up, try these steps.
How to Fix
- Check your spam/junk folder — the email may have been filtered
- Codes expire after 15 minutes — request a fresh one if yours has expired
- Click "Resend Code" on the verification page to get a new code (the old code is automatically invalidated)
- The code is 6 digits — make sure you enter all digits
- Only one code is valid at a time — if you request a new one, the previous code stops working
Password Reset Link Not Working
If the password reset link in your email isn't working, it may have expired or been superseded by a newer request.
How to Fix
- Links expire after 60 minutes — request a new reset from the login page if yours has expired
- You can only request one link per 60 seconds — wait briefly before requesting again
- Use the most recent link — older reset links are invalidated when you request a new one
- The link opens a form where you enter your email and a new password (with confirmation)
2FA Code Not Accepted
If your authenticator app code is being rejected, there are a few common causes.
How to Fix
- Check the correct app entry — look for the one labeled "WorkCentral" in your authenticator
- TOTP codes change every 30 seconds — enter the current code quickly before it rotates
- Check your phone's clock — TOTP relies on accurate time sync between your device and the server
- The 2FA window expires after 5 minutes — if you take too long after entering your password, you'll need to log in again
Lost your authenticator app? Click "Use recovery code instead" on the 2FA verification page. Enter one of your 8-character recovery codes. Each code can only be used once.
Lost Authenticator App / Can't Access 2FA
If you've lost access to your authenticator app, recovery codes are your backup.
Recovery Steps
- Use one of your 8 recovery codes — these were shown when you first set up 2FA
- Each recovery code is 8 characters, uppercase alphanumeric (e.g., ABCD1234)
- After using a recovery code, you'll see a warning to regenerate your codes in settings
Lost both your authenticator app AND recovery codes? Contact support through our contact page. We'll need to verify your identity before disabling 2FA on your account.
"Account Suspended" Message
If you see "Your account has been suspended. Please contact support for assistance." — this is an administrative action applied to your account.
What to Do
- Suspended accounts cannot log in until the suspension is lifted
- Contact support through our contact page to resolve the issue
Session Expired / Logged Out Unexpectedly
If you're being logged out unexpectedly, here's how sessions work in WorkCentral.
What to Know
- Sessions last 8 hours of inactivity — after 8 hours without activity, you'll need to log in again
- Sessions persist after closing your browser — you won't be logged out unless you explicitly log out or the session expires
- Repeatedly logged out? Try clearing your browser cookies for the WorkCentral domain
Pro Tip: Use the "Remember me" checkbox on the login page to extend your session duration.
Still Having Trouble?
If none of these solutions resolve your issue, reach out to our support team:
- Visit our contact page to submit a support request
- Include the exact error message you're seeing
- Let us know which browser and device you're using