Troubleshoot sign-in and account access

Triage first, fix second

Most sign-in problems fall into one of four buckets. Rather than guessing, work through them in order — each step rules out a cause so you don't waste time fixing the wrong thing.

1. Credentials — is your email/password correct?
2. Verification — have you confirmed your email?
3. Activation status — is your account approved and active?
4. Organization access — do you have an active membership to reach?

Step-by-step triage

1. Confirm your credentials

1. Go to /login and re-enter your email carefully. Use the eye icon to reveal the password and check it.
2. Watch for Caps Lock, autofill inserting an old password, and the wrong email (work vs. personal).
3. If you're unsure of the password, reset it via Forgot password? — see If you forgot your password or can't get in.

Still failing with a password you're certain is correct? Move on — the problem is probably not your password.

2. Confirm your email is verified

1. Recall whether you ever clicked the verification link after registering.
2. If not, open /verify-email, enter your email, and resend the verification message. Confirm your address from the newest email.
3. Note what the verify page says: "ready" (active) or "awaiting activation" (still pending).

3. Check your account status

1. If verification reported "awaiting activation," your account isn't active yet. No password will sign you in until it's approved. Wait for the approval email — see StretchSuite account statuses explained.
2. If verification reported "ready" but sign-in still fails, return to step 1 and rule out a bad password, then continue to step 4.

4. Check your organization access

1. If you can sign in but land on the workspace selector with no organizations listed, your account has no active membership. An owner or admin of the organization needs to add you (see Understand organization membership and context).
2. If the wrong organization opens, use Switch Workspace from /account.

Realistic example

Jordan can't sign in. Step 1: the password is definitely correct (revealed and re-typed), so it's not credentials. Step 2: Jordan resends verification and the page reads "awaiting activation." That's the answer — step 3 confirms the account simply isn't active yet. Jordan waits for approval instead of resetting the password again. Two hours later the approval email arrives and sign-in works on the first try.

Quick reference: symptom to cause

• "Unable to sign in" right after registering → almost always verification or activation (steps 2–3), not the password.
• "Unable to sign in" with a certain-correct password → likely activation status (step 3).
• Signs in, but selector shows no organizations → no active membership (step 4).
• Signs in, wrong workspace opens → switch workspace (step 4).
• No verification or reset email ever arrives → wrong address or mail filtering (steps 1–2).

Tips

• Change one thing at a time. If you reset the password and resend verification and try a different email all at once, you won't know what fixed it.
• Read the verify-email result carefully. "Ready" vs. "awaiting activation" is the fastest way to separate a status problem from a credentials problem.
• Don't re-register to get unstuck. A second account splits your identity and rarely helps.

When to contact support

Gather these details first so support can act immediately (see Prepare account context before support if it exists in this hub):

• The exact email address on your account.
• Your organization ID (from /account, if you can sign in at all).
• What the verify-email page said (ready vs. awaiting activation).
• Which step above you reached and what happened.

Contact support when: verification never arrives after multiple resends, your account has been "awaiting activation" far longer than expected, or you can sign in but no membership appears and no admin can add you.