---
id: help.troubleshooting.sign-in
title: "I can’t sign in"
canonical: https://docs.secureprocessing.app/help/troubleshooting/i-cant-sign-in
description: "Find the message you are seeing below. Most sign-in problems are a forgotten password or a lost authenticator app, and each has its own way back in."
last_verified: 2026-11-01
---

# I can’t sign in

Find the message you are seeing below. Most sign-in problems are a forgotten password or a lost authenticator app, and each has its own way back in.

## "That email and password do not match."

Check the address you signed up with, then [reset your password](https://docs.secureprocessing.app/help/security/reset-your-password.md).

## "That code did not match."

Codes change every 30 seconds, so enter the one showing now. If it keeps failing, check that your phone’s clock is set automatically.

## You no longer have your authenticator app

[Use a backup code](https://docs.secureprocessing.app/help/security/lost-your-phone.md). If you have none, that page says what to do without one.

## You forgot your password and lost your phone

[Reset your password](https://docs.secureprocessing.app/help/security/reset-your-password.md#if-you-have-also-lost-your-phone), and use a backup code at the step that asks for your code.

## You are asked for a code after opening a reset link

That is right if you use two-step verification. Enter the code from your authenticator app, and then you can choose a new password.

## You are asked to set up two-step verification

Your business requires it, so you need to [set it up](https://docs.secureprocessing.app/help/security/turn-on-two-step-verification.md) to carry on.

## A passkey does not work

Enter your email and password instead. A passkey belongs to the device it was made on, unless your device syncs them.

## You never got the confirmation email

Check your spam folder, and that you typed the address correctly.

## You can sign in but cannot see your business

If you were removed from its team, you see any other business you belong to, or are asked to create one. Do not create a new one: ask its owner to invite you again. An invitation only works for the address it was sent to.

## Related

- [Reset your password](https://docs.secureprocessing.app/help/security/reset-your-password.md)
- [Lost your phone? Get back into your account](https://docs.secureprocessing.app/help/security/lost-your-phone.md)
- [Sign in with a passkey](https://docs.secureprocessing.app/help/security/sign-in-with-a-passkey.md)

Still stuck? Write to [admin@secureprocessing.app](mailto:admin@secureprocessing.app) with the email address you sign in with and the message you see.