Troubleshooting

The confirmation email doesn't arrive

• Check your spam or junk folder.
• For your account at app.alodai.com: sign in and choose Send it again on the banner at the top of the page. The link works for 24 hours. A link that has expired or has already been used says This link did not work, so ask for a new one.
• For the Console: the code in the sign-up email works for 15 minutes.

You can't sign in

First check where you're signing in. Your account at app.alodai.com, the Console and each platform have separate sign-ins.

• Forgot your password? Every sign-in page has a link to reset it. Reset links work once and expire after an hour.
• Too many attempts? Wait a few minutes before you try again.
• Locked out of the Console? After 10 wrong passwords in a row, the Console locks your sign-in for 30 minutes and emails you. Repeated lockouts last longer. Resetting your password doesn't lift a lock, so wait until the time in the email has passed.

You've lost your two-factor device

If the Console or a platform asks you for a code from your authenticator app, choose Use a backup code instead on the sign-in page and enter one of the backup codes you saved when you turned two-factor on. Each code works once.

In the Console, the ten backup codes appear once, as the last step of turning two-factor on: copy them or download them as a .txt file before you choose Done. If you've used most of them or lost them, go to Account → Security and choose Regenerate backup codes. You enter a code from your authenticator app, you get ten new codes, and your old codes stop working.

You signed in to the wrong platform

Each platform has its own address and its own accounts. If you sign in at a platform where you don't have an account, it answers Email or password is incorrect., just as it would for a wrong password. Check the address in your browser.

Your Your platforms page at app.alodai.com lists the platforms linked to your account. Choose Open to go to the right one.

Still stuck? Ask a person.