Most sign-in problems come down to one of the four messages below. Here is what each one means and how to fix it.
- “Mobile access is not enabled for this account” — an owner or admin opens the website, goes to Team › Agents, opens your name › Access and switches on Mobile access. (With Google, Apple or Facebook the message reads “This account cannot sign in on this app.”)
- “Account disabled” — the Active switch in the same Access panel is off.
- “Invalid email or password” — tap Forgot your password?, type your address and tap Send me a link. Open the email on your phone, choose a new password on Choose a new password, tap Set the password, then Sign in.
- “That code did not work” or “This code has expired. Sign in again.” — wait for Send a new code, or tap Use a different account.
Good to know
- Mobile access is on by default for every new agent. When it is switched off, that person’s phone signs out and stops getting notifications.
- The reset link works once, for one hour. Asking again replaces the old link, and it’s worth checking your spam folder.
- For security, the reset screen gives the same answer whether or not the address has an account.
- The reset link opens in the app even when you are signed out.