# Problems with sign-in, account and payments

> Look for the symptom you see: for each one you find why it happens, what to do and where to read more.

Page: https://supportfast.ai/en/guide/help/account-issues/ · Section: Troubleshooting · Updated on 30 October 2026

## I can't sign in: “Wrong email or password”

**Why it happens.** The email isn't registered or the password is wrong. If instead the yellow notice “Your address is not confirmed yet.” appears, the account exists but the sign-up wasn't completed.

**What to do.**

- Check the email: it must be the one you signed up with, or the one the account owner, or a teammate with the “Team and permissions” permission, used to create your user.
- Type the password again, minding upper and lower case; the eye icon shows what you're typing. If you don't remember it, press Forgot your password?.
- If the yellow notice appears, press Confirm your address and enter the code you received when you signed up.

**How to check.** After Sign in, the last workspace you used opens, or the Home.

## I don't get the confirmation code

**Why it happens.** The email ended up in spam, or you typed a wrong address when you signed up and the code went to that address.

**What to do.** Look for the email in your spam folder. On the confirmation page, the Email field must contain the address you signed up with. Then request a new code and always use the latest one.

If you request a new code and read “No address to confirm: check the email or sign in.”, the address in the Email field is already confirmed, or it isn't registered. To find out which, use Forgot your password? with that address:

- if you get the code, the address is registered: sign in, and if you don't remember the password, create a new one;
- if you read “No account with this email.”, the address isn't registered. You may have typed a different one when you signed up: sign up again with the right address.

> **Note**
>
> **On a reseller's portal.** If you don't get the Forgot your password? code, let the reseller know: the portal's emails go out only after the reseller has verified their address.

## It says “Invalid code”

**Why it happens.** A digit is wrong, the code was replaced by a newer one, or it was sent to a different address. The sign-up code doesn't expire. The code for a new password is valid for one hour and can be used once: when it has expired, you read “Invalid or expired code. Request a new one.”

**What to do.**

- Open the most recent email and copy the code: you can paste it whole into the six boxes.
- Check that the Email field contains the address that received the code.
- If the code has expired, press Request a new code.

**How to check.** When you confirm your address, you go straight into the console. When you change your password, “All done” appears.

## It says “Too many attempts”

**Why it happens.** The console limits attempts to protect your account.

| Message | Why | What to do |
| --- | --- | --- |
| “Too many attempts: try again in … seconds.” | Too many requests from the same connection in a short time. | Wait the number of seconds shown. In an office with a single connection, your teammates' attempts add up. |
| “Too many attempts: request a new code.” | You entered the wrong code too many times, and the code was canceled. | Request a new code. |

## The console signed me out: “You signed in from another device”

**Why it happens.** Someone signed in with your credentials from another computer or browser: each user has only one open session. The message “Your session has expired: please sign in again.”, instead, means an expired session, a password changed elsewhere or a suspended user.

**What to do.**

- Sign in again.
- If several people use the same credentials, create a user for each of them in [Account › Team](https://supportfast.ai/en/guide/account/team.md).
- If it wasn't you who signed in elsewhere, change your password from your [Profile](https://supportfast.ai/en/guide/account/profile.md): the other sessions close.
- If you have to sign in again every time you reopen the browser, leave Remember me on when you sign in.

Several tabs in the same browser don't interfere with each other.

## It says my user has been suspended

**Why it happens.** The message is “Your user has been suspended: ask your Administrator.” In console messages, “Administrator” means the account owner or whoever has the “Team and permissions” permission. One of them suspended you, or the plan was reduced and there are no longer enough user seats.

**What to do.**

- If you're a team member, contact the account owner or whoever has the “Team and permissions” permission: you can't reactivate yourself.
- If you have that permission, in Account › Team press Resume user on the user's row.
- If the suspension comes from the plan, it's a forced pause: see [Forced pause](https://supportfast.ai/en/guide/account/plans-and-usage.md#forced-pause).

**How to check.** In Team, the status goes back to “Active”, and your teammate signs in with their usual credentials.

## It says “An account with this email already exists”

**Why it happens.** The address is already registered: you signed up in the past, or someone created a user for you in their team. Each address can have only one login across the whole platform.

**What to do.**

- Press Sign in in the red box and sign in with that email. If you don't remember the password, use Forgot your password?.
- If you need a separate account, sign up with another address.
- In Team, the message is “This email is already used by another user.”: choose another email for your teammate.

## I don't see a menu item

**Why it happens.** Items you can't open don't show: almost always you're missing a permission. In the same way, you don't see a workspace or an agent that hasn't been assigned to you.

Features your plan doesn't include, on the other hand, don't disappear: they stay visible with a [lock](https://supportfast.ai/en/guide/help/account-issues.md#i-see-a-lock). The exception is the “OpenAI key” panel in Account › Subscription: if the plan doesn't include your own key, it doesn't show, and there's no lock. When it's missing, and why: [If the “OpenAI key” panel is missing](https://supportfast.ai/en/guide/help/troubleshooting.md#chiave-openai).

**What to do.** If you have the page link, open it: “Access not authorised” tells you which permission is missing. Then ask the account owner, or whoever has the “Team and permissions” permission, to add it from Account › Team with Edit user. Each permission is explained in [Team, roles and permissions](https://supportfast.ai/en/guide/account/team.md).

**How to check.** After the change, reload the page: the item shows. If it still isn't there, sign out and sign in again.

![The “Access not authorised” box opened by a Reader user from the link to the Contacts page: it shows the missing permission “Contacts (Workspace)” and the “Back to Home” button.](https://supportfast.ai/_astro/aiuto-accesso-non-autorizzato.YHdRyOQ2.webp)

_When you open a page link without the permission, the box says which permission is missing._

## I see a lock

**Why it happens.** The lock always means a plan limit, never a permission: the feature isn't in your plan, or you've reached the maximum for that resource or the month's quota.

**What to do.** Click the lock: the limit window says what's missing. You can free up resources you don't use or, if you need more, add an add-on or change plan: see [The lock and the limit window](https://supportfast.ai/en/guide/account/plans-and-usage.md#the-padlock-and-the-limit-window). If you don't handle payments, ask the account owner or whoever has the “Billing” permission.

## The payment failed

**Why it happens.** The bank declined the charge for the renewal or for an add-on, for example because the card has expired or has insufficient funds. You can tell from the red “Payment failed” label in Account › Subscription and from Resolve payment in the sidebar.

**What to do.** Pay the invoice, with another card if needed, and update the card for future renewals: the steps are in [Subscription and payments](https://supportfast.ai/en/guide/account/subscription.md#if-the-payment-fails).

**How to check.** Reload Account › Subscription: the red label is gone, and Upgrade Plan is active again.

## Some resources are on “forced pause”

The plan was reduced and covers fewer resources than you have: how to find them and reactivate them is explained in [Forced pause](https://supportfast.ai/en/guide/account/plans-and-usage.md#forced-pause).

## I can't delete the workspace

| What you see | Why | What to do |
| --- | --- | --- |
| Delete Workspace disabled, with “The account's last workspace cannot be deleted.” | The account must have at least one workspace. | First create another workspace, then delete this one. |
| From the three-dot menu, after you confirm, “The deletion failed. Try again” | If it's the account's last workspace, the reason is the same: the account must have at least one. | First create another workspace, then delete this one. |
| Confirm and Delete stays disabled | The confirmation phrase isn't typed exactly. | Type `Delete Permanently`, with the capitals. |
| No three-dot menu and no Settings | You don't have the “Workspace management” permission. | Ask the account owner, or whoever has the “Team and permissions” permission, for it. |

## I can't use the console from my phone

**Why it happens.** The console needs a screen at least 1024 pixels wide. On a narrower screen, like a phone's, “Screen resolution not supported” appears.

**What to do.**

- Press Copy console link and open the link on a computer.
- If you're already at a computer, widen the browser window.
- To know from your phone when a conversation comes in, turn on the agent's notification emails in [Agent profile › General](https://supportfast.ai/en/guide/chat-agent/general.md).

## Still not working?

Write to us following [How to report a problem](https://supportfast.ai/en/guide/help/report-a-problem.md). For a payment, include the account owner's email and the date of the charge.

## See also

- [Team, roles and permissions](https://supportfast.ai/en/guide/account/team.md): Users, scope and permissions, item by item.

- [Profile](https://supportfast.ai/en/guide/account/profile.md): Your user's name, password and email.