Resolving Login Problems

Find the symptom below. Each one has a likely cause and where it is fixed.

“Incorrect email or password”

The email and password did not match an account. The message is deliberately the same whichever one is wrong, so it does not tell an outsider that your email address is registered here.

Three things to check, in this order:

1. Capitalization. Passwords are case sensitive. Email addresses are not.
2. The right email. If you were invited by your dealership, sign in with the address the invitation went to. A second address is a second, empty account.
3. The password itself. Use Forgot password? below the password field — Resetting Your Password walks through it.

If you signed up with Sign in with Google and never set a password, there is no password to get wrong. Use the Google button.

I am sure my password is right, and it still says it is wrong

Stop trying and wait a few minutes.

There is a limit on how many sign-in attempts can come from one internet connection in a short window. Once you cross it the page stops accepting attempts and says so plainly: Too many attempts. Please wait a few minutes and try again. That is a different message from “Incorrect email or password”, so you can tell the wait apart from a genuinely wrong password.

Two things follow from this:

• Trying harder makes it worse. Each attempt counts, so hammering the button keeps the window open. Wait a few minutes and try once.
• A colleague can cause yours. The limit counts your office’s internet connection, not your individual account. That is good news and bad news: nobody can get your login blocked by guessing at your email from somewhere else, but a colleague locking themselves out at the next desk can be the reason your correct password is refused. Everyone in the office should stop for a few minutes.

If a genuine wait does not fix it, then it really is the password — reset it.

I was invited, but I cannot get in

An invitation only takes you into a dealership once your access has been switched on. A newly added user is created inactive on purpose, to give the admin time to set your permissions. Accept the link before that happens and we will not sign you in — the page sends you back to sign-in and explains that your access has not been switched on yet.

Ask whoever added you to open Settings → Users, find your page, and change Status to Active. Then use the invitation link again. Adding or Removing Users is written for the person doing that.

It is asking for a code, and I do not know why

That is two-factor authentication. You will be asked for a code when you sign in on a device we do not recognize, or when it has been more than 30 days since you last entered one on this device.

Enter the six-digit code we send you and carry on. It goes to whichever method you turned on — your email address, or a text message or WhatsApp if you set up a phone. If it does not arrive, use Didn’t receive a code? to send another.

If your account files registrations, two-factor authentication is required — but you have to switch it on yourself, and until you do, registrations will not go through. And once the email code is on and confirmed, nobody can turn it back off; it stays as the fallback. Maintaining Security on Your Account covers how it works and how to set it up; Passkeys are the faster way to live with it.

Caution

Signing in on a new device makes us forget the previous one. That is not a fault — the next time you sign in on the old computer, expect to be asked for a code again.

The code never arrives

• Check the spam folder first. Codes come from us; add the sender to your contacts and they stop landing there.
• Make sure the email address on your account is one you can actually read. It is the address you sign in with and you cannot change it yourself — see Managing User Profiles.
• If you asked for several codes, use the newest one. On a text message code, five wrong tries sends you a fresh one automatically, so anything you were still holding stops working. Email and WhatsApp codes do not do that — use Didn’t receive a code? if you need a new one.

I am signed in, but I am looking at the wrong dealership

One login can reach more than one dealership, and you are always working inside exactly one of them. The name of the one you are in is at the bottom of the left sidebar.

Switching between them, and what to do when the one you want is not on your Switch Dealer Accounts list at all, is covered in Working at More Than One Dealership.

I signed in and nothing happened, or I keep being sent back to the sign-in page

Almost always cookies. We keep you signed in with a cookie, so a browser set to block them — or a strict privacy extension — signs you straight back out.

Allow cookies for this site, then try again. System and Device Requirements covers the browser settings that matter here.

I cannot get past a screen that says my license has expired

That one is about the person signed in, not the customer in front of you. On a screen full of customer details it is easy to misread.

Update it under Settings → Personal Information, and see Maintaining Registrations System Access for everything else that has to stay current.

None of the above

Contact support. Have the email address you sign in with and your dealership’s name ready, and say exactly what the screen said — the wording is what tells us which of these it is.