Troubleshooting
Sign-in problems
What each sign-in message means and what to do: wrong password, locked account, expired links, codes that don’t work and sign-ins that don’t finish.
Applies to Moraph account as it works today. Moraph updates the platform continuously, and this page is reviewed when it changes.
On this page
Find the message you see in the left column.
On the sign-in page
| Message | What it means | What to do |
|---|---|---|
| That email and password do not match an account. | The email or password is wrong, or there is no account for that address. We don’t say which, to protect accounts. | Check for typing mistakes, then choose Forgot your password? |
| Too many failed attempts. This account is locked for 15 minutes; you can also reset your password. | 8 wrong passwords in a row. We emailed you about it. | Wait 15 minutes, or reset your password, which also unlocks the account. If it wasn’t you, reset your password now. |
| Too many sign-in attempts from your network. Please wait 15 minutes. | Many failed sign-ins came from your network, for example a shared office connection. | Wait 15 minutes. |
| Please confirm your email address first. We have sent you a new link. | You haven’t confirmed your email since creating the account. | Open the newest confirmation email. |
| This account has been disabled. | An administrator in your organization, or Moraph, has disabled the account. | Contact your organization’s administrator. |
With two-step verification
| Message | What to do |
|---|---|
| That code didn’t work. Check the time on your device is correct and try the newest code. | Set your phone’s date and time to automatic and enter the newest code. Each code works once. |
| Too many attempts. Please wait 15 minutes and sign in again. | Wait, then sign in again. Use a recovery code if you don’t have your app. |
| You go back to the sign-in page after entering your password | More than 10 minutes passed before you entered the code. Sign in again. |
| Your organization requires two-step verification. Set it up to continue. | Set up two-step verification. You can’t use Moraph services until you do. |
Links in emails
| Message | What to do |
|---|---|
| This link has expired (confirming your email) | Links last 48 hours and work once. Sign in to get a new one. |
| This link has expired (resetting your password) | Reset links last 60 minutes. Choose Send a new link. |
| This invitation has expired | Invitations last 7 days. Ask the person who invited you to send a new one. |
Signing in to Apps, Support, Docs or the Academy
| Message | What to do |
|---|---|
| Sign-in didn’t finish | Choose Try again. If it keeps happening, check that your browser allows cookies for moraph.com and that the date and time on your computer are right. |
| That sign-in link isn’t valid | Go back to the service you were using and choose Sign in again, rather than using a bookmarked sign-in address. |
| This account can’t be used here | The service doesn’t accept that kind of account. For example, Support and Apps are for client accounts only. |
Still stuck
Ask your organization’s administrator, or raise a ticket with Moraph Support from a colleague’s account and choose the category Access or account request.
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