I cannot sign in

Staff, providers and administrators

The sign-in page says what went wrong. Find your message:

• "That email and password combination was not recognized." Check the email address first: it is the one your invitation went to. Then try again, or choose "Sign in with a passkey" if you added one under My account.
• "Too many attempts. Please wait a few minutes and try again." Wait a few minutes, then try once more.
• "Your access was removed. Ask your organization if you need it back." Your organization ended your access, and only it can give it back.
• "You were signed out after 30 minutes without use..." Nothing is wrong. KeepCount does this so nobody else can use your sign-in on a shared device. Sign in again.

You forgot your password

1. On the sign-in page, choose "Forgot password?".
2. Enter the email the office has on file. The page says "If that email has an account, a reset link is on its way."
3. Open the link in that email on the same device you are using now, and choose a new password.

KeepCount refuses a password that appears in lists of passwords leaked from other sites, and the one you have now. Choose another.

A link says it has expired

"This link has expired or was already used." An invitation or reset link runs out, and each one can be used once. On the sign-in page choose "Forgot password?" for a new link, or ask your administrator to send the invitation again.

A code from your authenticator app

Owners and administrators need two-step verification: once it is set up, you enter a 6-digit code from an authenticator app each time you sign in. Anyone else can turn it on under My account.

• If the page says "That code was not accepted", wait for the next code and try again. Check that the time on your phone is right, and use the newest code.
• If you lost your phone, ask an owner or administrator of your organization to reset two-step verification on your account; an owner writes to KeepCount support to do it. After three tries the page tells you this too.
• If you are changing phones and still have the old one, turn two-step verification off under My account before you do, then set it up again on the new phone. Where your role or your organization requires it, the page does not offer "Turn off": ask an owner or administrator to reset it instead.

Your sign-in was locked

If a supervisor or an administrator locked your sign-in (for a lost or stolen device), an owner or administrator lets you back in with "Set up again" on your record.

A family member

A family member has no password. You sign in in one of two ways:

• With the passkey you added on this phone or computer.
• With a code from the centre or agency.

A code works once, for 7 days. If yours was used or has run out, ask the centre or agency for a new one: they can give you another from your child's file. A new phone or a new computer needs a new code. Without a passkey or a code, nobody can open your family's pages.

Still stuck

Ask your administrator (staff and providers) or your centre or agency (families). If you cannot reach them, write to [email protected] and say which message the page showed. Leave your password out.