What if I can't sign in to my site admin?

Reset the admin password

1. Open My sites, your site, then Can’t sign in to your dashboard?
2. Tap Reset password. Keynate may ask you to confirm it's you.
3. If the owner uses a different email in the admin, type it under Owner’s dashboard email (optional). Leave it empty if it is the same as your Keynate email.
4. Tap Get a one-time link.
5. The page says Your recovery link is ready. Tap Choose a new password.
6. The link works once. Two-step sign-in stays on. Every device is signed out.

Reset two-step sign-in

Use this if the owner lost the authenticator app and the recovery codes.

1. Tap Reset two-step sign-in.
2. Enter the Owner’s dashboard email and tap Email me a code.
3. Enter the 6-digit code from your Keynate email and tap Confirm.
4. There is a waiting time of 24 hours, so you can stop it if it wasn't you. Tap Cancel this request to stop it.
5. A Keynate staff member checks the request. Staff can only approve or refuse it. They can never start one. The reset happens only after the 24-hour wait and staff approval. If nobody approves it within 7 days, the request expires and you can start again.
6. Then the site turns two-step sign-in off for the owner. The owner sets it up again at the next sign-in.

Common problems

• “Your dashboard has no owner account yet. Use ‘Open dashboard’ to set it up.”
• "Install your site’s latest software update first (Software update on this page), then try again." Updates
• "This site can’t be recovered from here yet. Use ‘Report a problem’ and we’ll help."
• "Connect your domain and its admin record first."
• "Enter the email the site owner signs in to the dashboard with."
• "Too many links in the last hour." Try again later.
• "A two-step reset is already waiting. Cancel it first to start again."
• "That code is not right" / "This code has expired. Ask for a new one."

Questions

Related

• Open your admin
• Updates and consent
• Two-step verification