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Login Issues

Having trouble logging in? This guide covers common login problems and how to resolve them.

Common Login Problems

Wrong Email or Password

The most common issue is entering incorrect credentials.

Solutions:

  • Double-check your email address for typos

  • Check that Caps Lock isn’t on

  • Try your password in a text editor first to verify it

  • Reset your password if you’re unsure

Google Sign-In Not Working

If you signed up with Google:

  1. Make sure you’re clicking Sign in with Google (not the email/password form)

  2. Select the correct Google account

  3. Ensure you’re allowing the necessary permissions

If you see an error:

  • Try logging out of Google and back in

  • Clear your browser cache

  • Try a different browser

  • Disable browser extensions that might interfere

Two-Factor Authentication Issues

If you have 2FA enabled:

Authenticator code not working:

  • Make sure you’re using the current code (they change every 30 seconds)

  • Check that your phone’s time is correct (auto-sync is recommended)

  • Try the next code if yours just expired

Lost access to authenticator:

  • Use one of your recovery codes

  • Each recovery code works only once

  • If you’ve used all recovery codes, contact support

Account Locked

After multiple failed login attempts, your account may be temporarily locked for security.

Solution:

  • Wait 15-30 minutes before trying again

  • Use the correct credentials on your next attempt

  • Reset your password if you’re unsure of it

Session Expired

If you’re logged out unexpectedly:

  • This is normal after periods of inactivity

  • Simply log in again

  • Check “Remember me” if available to stay logged in longer

Browser-Related Issues

Clear Cache and Cookies

Old cached data can cause login issues:

  1. Open your browser settings

  2. Find “Clear browsing data” or similar

  3. Select cookies and cached files

  4. Clear the data

  5. Try logging in again

Try a Different Browser

If one browser doesn’t work:

  • Try Chrome, Firefox, Safari, or Edge

  • This helps identify if the issue is browser-specific

Disable Extensions

Browser extensions can interfere with login:

  1. Try incognito/private mode (extensions are usually disabled)

  2. If login works, disable extensions one by one to find the culprit

Enable JavaScript

Dear requires JavaScript to function:

  1. Check your browser settings

  2. Ensure JavaScript is enabled

  3. Disable any script-blocking extensions

Network Issues

Check Your Internet Connection

Make sure you’re connected:

  • Try loading other websites

  • Check your WiFi connection

  • Try mobile data instead

Corporate Network Restrictions

If you’re on a work network:

  • Some corporate firewalls block certain sites

  • Try accessing from a personal device or network

  • Ask IT if the site is blocked

VPN Issues

If you’re using a VPN:

  • Try disconnecting from the VPN

  • Some VPNs can interfere with login sessions

  • Try a different VPN server location

Still Can’t Log In?

If none of the above helps:

  1. Try again later - There may be temporary service issues

  2. Check for announcements - Look for any maintenance notifications

  3. Contact support - Provide details about the error you’re seeing

Information to Include When Contacting Support

  • Your email address

  • The error message (if any)

  • What browser you’re using

  • When the issue started

  • What you’ve already tried

Preventing Future Issues

  • Use a password manager - Store your credentials securely

  • Keep your email updated - Make sure you can receive reset emails

  • Save recovery codes - If using 2FA, keep codes somewhere safe

  • Use a supported browser - Keep your browser up to date

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