# I can't sign in

Your password, verification code or two-factor code does not work, or sign-in is blocked? Find the cause from the message and get back into your account.

Updated: 2026-10-22  
Source: https://drime.cloud/support/troubleshooting/cant-sign-in

Start with three checks: the email address on the first step is the one you signed up with; caps lock and the keyboard language are right; and, if you use two-factor authentication, the time on your phone is correct. If you forgot your password, click **Forgot password?** on the password step. After 5 failed attempts within a minute, sign-in is paused: wait for the time shown, then try again. Otherwise, find the message you see below.

![Sign-in, second step: Welcome back with the email filled in, an empty password field and Sign in with a passkey](https://drime.cloud/media/01M59FJXVW45HFS41F8N38HXMN/94b8aa2d6ba9-web-login-password-step.png)

**Symptoms**

- **Invalid email or password.** or **These credentials do not match our records.**
- **Too many login attempts. Please try again in … seconds.**
- Your two-factor code is refused.
- **This password reset token is invalid.** or **We can't find a user with that e-mail address.** when you reset your password.
- You are signed out with **You were signed out because your session expired. Please sign in again.**

**Checks**

1. Check the email address on the first step: is it the one you signed up with?
2. Check the keyboard: caps lock, keyboard language.
3. If you use two-factor authentication, check the time of your phone: authenticator codes depend on it.

**How to fix it**

### Wrong password

Click **Forgot password?** on the password step: see [Reset a forgotten password](https://drime.cloud/support/getting-started/reset-your-password).

### Too many attempts

After 5 failed attempts within a minute, sign-in is paused. Wait for the time shown, then try again.

### Two-factor code refused

Enter a fresh code from your authenticator app. If you don't have your phone, click **Use a recovery code instead** and enter one of your recovery codes. If you lost both, see [I lost access to my two-factor codes](https://drime.cloud/support/security-and-privacy/lost-2fa-codes).

### This password reset token is invalid.

The reset link is more than 60 minutes old, or it was already used. Ask for a new one with **Forgot password?**.

### We can't find a user with that e-mail address.

No account uses this address. Check it for a typo, or try another address you may have signed up with.

### Sign in with a passkey

On the password step, click **Sign in with a passkey**. If two-factor authentication is on, Drime still asks for your code after the passkey.

### Email not verified yet

If Drime asks for a code sent by email, see [I didn't receive my verification code](https://drime.cloud/support/getting-started/verification-code-not-received).

### This user is banned.

The account is suspended: contact support.

**Still stuck?**

If you lost access to your two-factor codes and your recovery codes (see [I lost access to my two-factor codes](https://drime.cloud/support/security-and-privacy/lost-2fa-codes)), or you still cannot sign in, write to [contact@drime.cloud](mailto:contact@drime.cloud) from your account's email address.