Login Problems

Troubleshoot and resolve common login issues with your Zenovay account.

Can't Log In

"Invalid Email or Password"

1. Check email spelling

   • Verify the email address
   • Check for typos
   • Try lowercase

2. Check password

   • Caps Lock off?
   • Correct keyboard layout?
   • Try typing in notepad first

3. Reset password

   • Click "Forgot password?"
   • Check email (including spam)
   • Follow reset link

"Account Not Found"

This means no account exists with that email:

• Check if you used a different email
• Try social login (Google, GitHub)
• Create a new account if needed

"Account Locked"

After 10 failed sign-in attempts, the account is temporarily locked. The lockout starts at 5 minutes and gets longer if it keeps happening (5 → 15 → 30 → 60 minutes):

1. Wait for the lockout to clear
2. Try again
3. Or reset your password immediately to confirm you have the right credentials

Password Reset Issues

Not Receiving Reset Email

1. Check spam/junk folder
2. Wait a few minutes (emails can be delayed)
3. Check correct email (the one you signed up with)
4. Try again (request new reset)

Reset Link Expired

Password reset links expire after 1 hour:

1. Go to login page
2. Click "Forgot password?"
3. Request new link
4. Use immediately

Reset Link Not Working

If link shows error:

• Don't copy/paste partial links
• Use the button in email
• Check link hasn't wrapped to new line
• Request new reset

MFA/2FA Issues

Lost Authenticator Access

See MFA Recovery for detailed steps.

Quick options:

1. Use one of your backup codes
2. Sign in with a registered passkey, if you set one up
3. Contact support

Authenticator Code Not Working

1. Check time sync

   • Your phone time must be accurate
   • Enable "automatic time" in settings

2. Try adjacent codes

   • Codes change every 30 seconds
   • Try waiting for next code

3. Correct account

   • Verify it's the Zenovay entry
   • Not mixed up with another service

Social Login Issues

"Google Login Failed"

1. Try regular email login
2. Clear cookies
3. Try incognito mode
4. Disable browser extensions

"GitHub Login Failed"

1. Check GitHub account active
2. Verify email confirmed on GitHub
3. Try regular login
4. Clear browser cache

Wrong Account Linked

If social login goes to wrong account:

1. Log out completely
2. Log in with email/password
3. Go to Profile → Security in the app
4. Under your linked accounts, disconnect the incorrect Google or GitHub account
5. Reconnect the correct one

Browser Issues

Login Not Working in Browser

Try these steps in order:

1. Clear cookies for Zenovay

   • Settings → Privacy → Cookies
   • Find and delete zenovay.com cookies

2. Disable extensions

   • Ad blockers may interfere
   • Privacy extensions
   • Password managers

3. Try incognito/private mode

   • Tests without extensions

4. Try different browser

   • Chrome, Firefox, Safari, Edge

Stuck on Loading

If login page won't load:

1. Check internet connection
2. Try status.zenovay.com
3. Clear DNS cache
4. Try mobile data instead

Keeps Logging Out

If sessions don't persist:

1. Enable cookies for Zenovay
2. Check cookie expiry settings
3. Disable "clear on exit"
4. Check privacy extensions

SSO Issues (Scale+)

SSO Not Working

For Scale or Enterprise SSO:

1. Check with your IT department
2. Verify SSO is configured
3. Use correct SSO login URL
4. Check your identity provider

"SSO Configuration Error"

Contact your admin:

• SAML certificate may have expired
• Configuration may need update
• IP restrictions may apply

Account Issues

Account Suspended

If you see "Account Suspended":

• Check email for explanation
• Contact billing for payment issues
• Contact support for other issues

Account Deleted

Account deletion is permanent. When you delete your account, your data is removed and the account cannot be recovered:

• You'll need to create a new account to use Zenovay again
• Contact support if you believe the account was deleted in error

Email Changed

If you changed your email:

• Use new email to log in
• Old email won't work
• Check email for confirmation

Quick Fixes

Standard Troubleshooting

1. Clear browser cache
2. Clear cookies
3. Try incognito mode
4. Try different browser
5. Try mobile device

Check Service Status

Visit status.zenovay.com:

• All green = your issue
• Any red = known problem
• Check announcements

Recovery Options

Issue	Solution
Forgot password	Password reset
Lost MFA	Backup codes
Lost backup codes	Support verification
Wrong email	Contact support
Account locked	Wait for lockout to clear (starts at 5 min) or reset password

Contacting Support

If none of the above works:

Email: [email protected]

Include:

1. Email address used
2. Error message (screenshot)
3. Browser and version
4. Steps already tried

Response time:

• Free: 48 hours
• Pro: 24 hours
• Scale: 4 hours
• Enterprise: 1 hour

Prevention Tips

1. Use password manager

   • Don't forget passwords
   • Unique, strong passwords

2. Save backup codes

   • Store securely offline
   • Don't lose MFA access

3. Set up more than one way in

   • Register a passkey in addition to your authenticator app
   • Keep your saved backup codes somewhere safe

Next Steps

• Password Reset
• MFA Recovery
• Security Best Practices