Login and access
Fixes for when you cannot get in: a refused password, a lost phone, paused sign-ins, an invitation that fails or an organization you cannot reach.
Your password is refused
If you see Invalid email or password., try these in order:
Check that you are at hub.magic-testimonials.com.
Use the address you signed up with, or your new one if you changed it. If you have several, try each.
Check that Caps Lock is off.
If you signed up with Google, click Continue with Google.
Reset your password, as shown below.
Still refused after a reset? Sign-ins may be paused. See the section below on paused sign-ins.
Reset your password
On the sign-in page, click Forgot your password?
Enter your Email address and click Send reset link.
Open the email and click the link. It works for 1 hour.
Enter a New password, repeat it under Confirm password and click Reset password.
Sign in with the new password.
Other browsers that were signed in are signed out. A reset does not change two-factor authentication, so the app still asks for your code.
The reset email does not arrive
The page says Check your email even when the address has no account, so that message does not prove an email went out.
Check spam and junk, and wait a few minutes.
Check that you typed the address on your account.
Ask an Owner or Admin to check your email provider. Reset emails go through it, as Email issues explains.
If you no longer belong to any organization, no reset email goes out. Contact us.
The link says it is invalid or has expired
Click Request new reset link, or start again from the sign-in page. Only the newest link works.
The new password is refused
Check it against the rules on the page. A password that has appeared in a known data breach is refused too, so choose a different one.
Sign-ins are paused
After several wrong passwords, sign-ins to your account from that internet connection pause for 30 minutes. During the pause the page can still say Invalid email or password., even for the right password.
Too many attempts from your connection in a short time also pause sign-ins. You may see Too many failed attempts. Please try again later. or the same Invalid email or password.
Wait 30 minutes and try once with the right password. Resetting your password does not shorten the wait, and more attempts do not help. Sign-in activity shows a paused attempt as Account locked.
You cannot get past two-factor authentication
Your code is refused. Your phone's clock may be out of step. Set the date and time to automatic, then try the next code.
Too many attempts. Try again in 15 minutes. Wait, then try again.
You lost your phone. Click Use backup code, or add your saved key to an authenticator app on a new phone.
You lost your phone and your backup codes. Contact us.
You want to use a different account. Click Sign out on the code page.
A backup code gets you in, but it cannot turn off two-factor authentication or make new codes. Two-factor authentication has the details.
Google sign-in does not work
This email already has an account. Your account uses a password. Sign in with it, then connect Google under Settings > Profile & security. The message calls this page Account Settings.
Your social account email is not verified. Verify the address with Google first.
Something went wrong with social sign-in. Try again.
You keep being signed out
Without Remember me for 30 days, you are signed out after 8 hours of no activity. Tick it on your own computer.
Changing your password or email signs you out everywhere, this browser included. See Profile and security.
Turning off two-factor authentication signs you out too.
With two-factor authentication on, the app asks for your code again after 8 hours in that browser, unless you trusted the device. If that happens while a page is open, your next action takes you to the code page, and anything you had not saved on that page is lost.
The browser extension signs in separately. With two-factor authentication on, it signs in through the website, not with your password alone. See Browser extension troubleshooting.
An invitation does not work
This invitation expired on and a date. Invitations last 7 days. Ask for a new one.
This invitation link is invalid or has been cancelled. Ask for a new one, and check that you copied the whole link.
This invitation has already been accepted. Sign in as usual.
Please log in as and an address. Sign out, then open the link and sign in with the invited address.
Do not register a new account to get around this, because that creates a separate organization. Inviting members has more.
You see the wrong organization, or none
You don't have access to any organization
Your account exists, but it no longer belongs to an organization. Someone may have removed you, or the organization may have gone. Ask your Owner or Admin to invite you again, or contact us. Delete my account on this page cannot be undone.
Your testimonials are gone
You may be in another organization. Click the organization name at the top of the sidebar to switch. See Data not appearing.
A Settings page sends you to Profile & security
Your role does not include it. See Roles and permissions.
Your organization is on hold
Awaiting Approval. We need to review your organization. The page moves on by itself once you are approved. If it stays for a long time, contact us.
Registration Rejected. Your organization was not approved. Contact us if you want to know more.
Organization Suspended. You cannot use the app until it is reactivated, and the page updates by itself when that happens. Contact us if you think this is a mistake.
The browser extension cannot sign in during any of these. A failed payment is different: it does not suspend you. See Invoices and payment.
You think someone else got in
Follow the steps in Sign-in activity: change your password, turn on two-factor authentication and revoke any extension session you do not know. Then tell us. Never share your password or codes with anyone.
Good habits
Use a password manager, and keep your two-factor key there if you can.
Save your backup codes when you set up two-factor authentication, somewhere that is not your phone.
Bookmark hub.magic-testimonials.com.
Last updated