Login Problems

Login Problems

Can't log in? Here are the common causes and fixes.

Security check (Cloudflare Turnstile)

The sign-in, sign-up and password-reset screens include a short security check from Cloudflare. Most of the time it completes by itself in a second or two and shows a green tick; occasionally it asks you to tick a box.

• The check keeps spinning — give it a few seconds. It needs to reach Cloudflare, so it can stall on very slow or restricted networks.
• You see "Please complete the security check to continue" — the check hadn't finished yet. Wait for the tick, then try again.
• You see "The security check failed or expired" — each check works once and expires after a few minutes. The check refreshes itself; complete it again, then retry.
• "The security check could not load" — an ad blocker, privacy extension or strict VPN may be blocking challenges.cloudflare.com. Try a private window with extensions off, or a different network.
• Still stuck? Reload the page so a fresh check loads, then sign in.

Wrong password

Most common cause.

• Try Forgot Password on the login screen
• Get reset link via email
• Set new password

Wrong email

Make sure you're using the email you signed up with:

• Check the email you used to receive HandyBook welcome emails
• Different from your @gmail vs @icloud accounts? Try the right one

Account locked from too many wrong attempts

After 5 failed attempts, account is locked for 15 minutes.

• Wait 15 minutes and try again
• Or use Forgot Password to reset (this also unlocks)

2FA code not working

If you have 2FA on:

• The code refreshes every 30 seconds — you may have entered an expired one
• Make sure your phone's clock is accurate (auto-sync time)
• Try the next code that appears
• Use a backup code if your authenticator app isn't working

Lost 2FA device + lost backup codes

• Contact support with proof of identity
• Account recovery typically takes 24-48 hours
• We require business verification documents and original payment method

"User not found" error

• Likely wrong email
• Or account was deleted — check inbox for past HandyBook emails confirming this

Can't log in on mobile but desktop works (or vice versa)

• Probably a session glitch
• Sign out and back in
• Clear app cache (mobile) or browser cookies (desktop)

Browser issues (desktop)

• Cookies blocked — HandyBook needs cookies for sessions. Enable them.
• Ad blocker / extension interfering — try in incognito/private mode
• Outdated browser — update Chrome/Safari/Firefox to latest

App issues (mobile)

• App outdated — update to latest from App Store / Play Store
• iOS / Android version old — update OS if very old (iOS 15+, Android 11+ supported)
• Reinstall the app — last resort, you'll need to log back in

Magic link not arriving

• Check spam folder
• Wait 60 seconds (sometimes delivery is delayed)
• Try password login or different email

"Account suspended" message

• Likely a billing issue — Stripe couldn't charge your card
• Update payment method in Settings → Billing (if you can access)
• If completely locked out: contact support

Owner-locked-out scenario

If you're the Owner and locked out:

• Other Admins / Owners on the account can't change your login (they can only manage their own)
• Use Forgot Password or 2FA backup code
• If neither works, contact support with proof of identity

Team member can't log in

If your team member can't get in:

• Check that you actually invited them (Settings → Team Members → see "Pending invitations")
• Re-send invite
• Confirm the email they're using matches what you invited
• If 2FA-related, you can reset their 2FA in Team Members → [user] → Reset 2FA

Persistent issues

If nothing here helps:

1. Contact support: support@handybook.app
2. Include:
   • Your email
   • Business name
   • Description of the issue
   • Screenshots if helpful
   • Browser / app version

We typically respond within 1 business day (priority queue for paid plans).

FAQ

Can two people share an account? We strongly recommend separate accounts (each is a seat with its own audit trail). For a true partnership, both can be Owner-role.

My business email changed — how do I log in now? Two options: log in with old email and update in Settings → My Profile → Email, OR contact support to update if you've lost old email access.

Why does my session keep expiring? Default is 30 days of activity, then re-login. If you're often on shared / public computers, sessions expire faster (security feature).

Can I log in to multiple HandyBook accounts at once? Use different browsers (or browser profiles) — Chrome for Account A, Firefox for Account B. Or use mobile + desktop with different accounts on each.

My SSO (Google sign-in) stopped working. Try regular email/password login. If you used SSO originally, you'll need to reset password to set one. Or re-link your SSO in Settings → Security.