Can't sign in?
Start here. Find the message you see, then do what it says.
How sign-in works
You type your email and your password. That is all. You do not type a workspace address.
If you belong to one workspace, you go straight to your dashboard. If you belong to more than one, you pick one next. Your sign-in lasts 30 days on that browser.
If you have signed in on this browser before, the page greets you: "Welcome back, Dana. Sign in to continue to Acme Roofing." It is only a reminder. You still type your email and password, and the greeting never signs you in. If it is not you (a shared computer, for example), select Not you? and the greeting is removed. If you never gave your name, it says just "Welcome back." The browser keeps your first name and your company, nothing else, for up to 90 days. Signing out removes the greeting too, so you see it when your 30-day sign-in has run out, and not after you sign out yourself.
Messages when you sign in
| You see | What it means | What to do |
|---|---|---|
| Invalid email or password. | The pair does not match. You get the same message if the email is not on file. That is on purpose, so nobody can use the page to find out who has an account. | Check the spelling and caps lock. Try again. |
| Too many sign-in attempts. Please try again later. | You, or someone on your network using your email, got the password wrong too many times. The limit is 10 wrong tries. | Wait about 15 minutes, then try once more with the right password. A good sign-in clears the count. |
| This account has no active workspace. Contact support. | Your password is right, but none of your workspaces is open to you. The usual reason is that an owner or admin suspended or removed you on the Team page. | Ask your owner to check the Team page. See "People your owner added" below. If that is not it, use Contact us. |
| Sign in is unavailable right now. Try again in a minute. | A fault on our side. | Wait a minute and try again. If it keeps happening, use Contact us. |
| Your password was changed and you were signed out everywhere. Sign in with the new one. | You just reset your password. Every device was signed out on purpose. | Sign in with the new password. |
| The session cookie could not be stored. Sign in with the email and password you chose. | Your workspace was made, but your browser would not keep the sign-in. | Allow cookies for the site, then sign in. |
Forgot your password?
- On the sign-in page, select Forgot your password?
- Type your email and select Send reset link.
- You always see the same page, Check your email: "If that address belongs to an account, a reset link is on its way." You see it whether or not the address has an account. That is on purpose, so nobody can use the page to find out who has an account.
- Open the email. The link works once and expires in 30 minutes. Look in spam or promotions if it does not arrive.
- The link opens a form and uses nothing up, so a security scanner that opens links in email cannot spend yours. Type the new password twice (at least 12 characters) and select Save new password.
- You are signed out of every device and sent to the sign-in page. Sign in with the new password. You are never signed in automatically after a reset.
| You see | What it means | What to do |
|---|---|---|
| This link will not work | The link is not valid, was already used, or has expired. | Select Send a new link and ask again. |
| The two passwords do not match. | The two boxes differ. | Type the same password in both. |
| At least 12 characters. | The new password is too short. | Choose a longer one. The link is still good. |
| Too many requests. Please try again later. | Too many reset requests from your network in a short time. | Wait a while and try again. |
People you add on the Team page can use the same reset.
A password made before the minimum went from 8 to 12 characters still works: you can sign in with it as usual. You are asked for 12 or more only when you next choose a new password.
People your owner added
If an owner or admin added you on the Team page, sign in on the main sign-in page with your email and the password your owner gave you. You land in that workspace. If you belong to more than one workspace, you pick one next. You can choose your own password later with Forgot your password?
If you see "This account has no active workspace", ask your owner to open the Team page and check that you are active. A person who was suspended or removed cannot sign in until they are reactivated.
The email from sign-up
You made your account and now you need the link in the email.
No email?
- Look in spam or promotions.
- Check the address on the "Check your email" page. Some letters are hidden. Make sure it is the one you meant.
- If it was the wrong address, start sign-up again with the right one.
- If you already signed up with that address, no new email is sent. Sign in with your email and password instead.
The page looks the same whether or not an email went out. That is on purpose, so nobody can use it to find out who has an account.
How long the link lasts. The link works once, for 30 minutes. Looking at it without finishing does not use it up, so a security scanner that fetches links in email cannot spend yours.
The link page says something is wrong
| You see | What it means | What to do |
|---|---|---|
| This link has expired | The 30 minutes ran out before you finished. | Select Start again and sign up with the same email. A fresh email is sent. |
| This link was already used | "Your email is already confirmed." The workspace was already created from this link. | Select Sign in and use the email and password you chose. If you finished on a different device, that is the password you typed on the "Choose your password" page. |
| This link is not valid | The link was probably cut off when it was copied. | Open it again straight from the email, or start sign-up again. |
You opened the link on a different device
This is common. It happens when you tap the link on your phone, or in an email app that opens links in its own built-in browser, after you filled in the form on a computer.
You see Choose your password. It says you opened the link in a different browser from the one you signed up in, and that the password typed there was not carried over. Type the password you want to sign in with (at least 12 characters), tick the box to agree to the Terms and the Privacy Policy, and select Create my workspace. The tick is required: without it nothing is created, and the link is not used up. Your workspace is created when you continue, and you are signed in on that device.
Later, on any device, sign in with your email and the password you chose on that page.
Three things are not carried over when you finish in a different browser: the password from the form, the Terms tick, and the upgrade-emails tick. You agree to the Terms yourself on this page, and the version you agreed to is kept with your account. The workspace is created without the upgrade-emails tick.
Still stuck?
Use Contact us. It is the Contact link at the bottom of the JTF OS public pages. Tell us:
- the email address you used,
- roughly what time it happened,
- the exact message on the screen.
Never send your password. We do not need it.