I cannot sign in

The situation. Databeamer will not let you in. Before anything else, work out which of the two doors is closed. Signing in is the first screen, run by Databeamer's identity service: your email address and password, or your organisation's single sign-on. Unlocking comes after signing in: the Unlock Your Account screen or the PIN prompt, which opens the keys stored on this device. They fail for different reasons and are fixed in different places.

What you will use. The Reset Password link on the sign-in page, and Settings › Security on a device that still works. See Devices and unlocking.

I am on the sign-in page #

"Password is invalid" #

Choose Reset Password under the password field. The identity service emails you a link and a code; follow the link, enter the code on the Set Password page and choose a new password. Use Resend Code if nothing arrives within a few minutes, and check your spam folder. Your password protects the login only. Your files, your PIN and your recovery phrase are not affected by changing it.

If you are already signed in on another device, you can start the same reset from Settings › Security › Change password.

"User is locked" #

Your login was locked after repeated failed attempts, or by an administrator. Resetting the password does not unlock it. Contact us from the email address of your account and we will check and unlock it. If your organisation manages your account, ask your organisation administrator first.

The page asks for an activation code #

Your email address was never confirmed. Open the activation email and follow its link, or type the code on the Activate user page. Resend Code sends a fresh one. The code expires; request a new one if it is refused.

My organisation uses single sign-on #

Sign in through your organisation's button rather than with a password. If your identity provider refuses you, the fix is with your organisation's IT, not with Databeamer. If you signed in successfully but Databeamer says your membership is pending, an administrator of your organisation still has to approve you; see Organisations.

I am signed in but cannot unlock #

"Locked out for now" #

Too many wrong PIN attempts lock this device for an hour. Wait, then try again; the counter resets. Another device of yours is not affected, so you can keep working there in the meantime. You also received a PIN locked security notification; if it was not you typing, read I lost my phone.

I forgot my PIN #

The PIN cannot be recovered or reset; it only exists on this device. Choose Forgot your PIN? on the unlock screen, then Remove keys from this device. The device becomes a new device, and you add it again in one of two ways:

• Approve from another device: a device of yours that still unlocks approves the code under Settings › Security › Device approvals. See Set up a second device.
• Use your recovery phrase: enter your 24 words.

Either way the device asks you to choose a new PIN afterwards.

The Unlock Your Account screen appears on a device I use every day #

Your browser lost the keys it had stored, for example because its site data was cleared, you are in a private window, or a different browser profile. Add the device again as above.

Nothing above helps #

If you cannot unlock on any device and do not have your recovery phrase, go to I have no device and no recovery phrase. Anything else, contact us and describe which screen you see and what it says.