In this story
Find your message
| Message | What to do |
|---|---|
| "The email or password is wrong." | Check both. Try again. |
| "Too many sign-in attempts. Try again in a minute." | Wait a minute. |
| "Enter the 6-digit code from your authenticator app." | Open your authenticator app and type the current code. |
| "That code didn’t work. Check the time on your phone and try a new code." | See below. |
| "This account is disabled. Ask the site owner for help." | Ask the owner to re-enable you. |
| "This invite has expired. Ask the site owner for a new one." | Ask the owner to send a new invite. |
| "This invite was cancelled. Ask the site owner for a new one." | Same. |
| "This invite was already used. Sign in instead." | Go to the sign-in page. |
| "This newsroom uses company sign-in. Use the company sign-in button." | Use the company sign-in button. |
| "Please sign in." or "For your security, sign in again to do this." | Sign in again. |
| "The security token is missing or out of date. Reload the page and try again." | Reload the page. |
If the two-step code fails
- Check the time on your phone. Turn on automatic date and time.
- Wait for a new code. The code changes every 30 seconds. Use the newest one.
- Try again.
If you lost your phone
Sign in with a recovery code. Each recovery code works once. You saved them when you turned on two-step sign-in. If you have none left, the screen says "No recovery codes left — make new ones now." The owner can help. Owners recover through Keynate Console. See Owner recovery.
Company sign-in
If your site uses company sign-in, these messages can show:
- "Sign-in with your company account didn’t work. Start again." Try again from the beginning.
- "This sign-in link expired or was opened in another browser. Start again." Open the link in the same browser.
- "This account’s email domain can’t sign in to this newsroom. Use your work account."
- "You’re not on this newsroom’s team yet. Ask the site owner to invite you."
- "Owners sign in with their password and two-step code."
- "Your company sign-in service is not answering. Try again in a few minutes."
See Signing in with your company login.
New team member
Open the invite link from your email. See Accept a team invite. Invites expire.
Owner locked out
Setup and recovery links come from your Keynate dashboard. If a link says "This setup link is not valid. Open a new one from your Keynate dashboard." or "This setup link was already used. Sign in instead.", open a new one in Keynate Console. See Open your admin.
Questions
Frequently asked questions
Does my site require two-step sign-in?
It can. The owner sets which roles must use it. You will see "Your site requires two-step sign-in for your role. Please set it up by {date}." See Set up two-step sign-in.