Login and Account Issues
Having trouble signing in? This guide covers the most common login and account problems and how to resolve them.
Forgotten Password
If you have forgotten your password:
- Go to the login page and click Forgot Password.
- Enter the email address associated with your account.
- Check your inbox (and spam folder) for a password reset email.
- Click the reset link and create a new strong password.
The reset link expires after a limited time. If it has expired, simply request a new one.
Two-Factor Authentication (2FA) Issues
Code Not Working
If your 2FA code is being rejected:
- Check the time on your device — Authenticator apps rely on your device clock being accurate. Go to your device settings and enable automatic time synchronisation.
- Use the latest code — Codes refresh every 30 seconds. Wait for a fresh code and enter it promptly.
- Check you are using the right account — If you have multiple accounts in your authenticator app, make sure you are using the code for Gender Journey.
Lost Access to Your Authenticator App
If you no longer have access to your authenticator app:
- Use your backup codes — When you set up 2FA, you were given a set of backup codes. Each code can be used once to sign in.
- Contact support — If you have lost both your authenticator and backup codes, contact our support team with proof of identity to regain access.
Account Locked
Your account may be temporarily locked after too many failed login attempts. This is a security measure to protect your account.
- Wait and try again — The lock is temporary and will lift after a short period.
- Reset your password — If you are unsure of your password, use the Forgot Password flow while you wait.
- Contact support — If your account remains locked, reach out to our support team for help.
Session Expired
For security, your session will expire after a period of inactivity. Simply log in again to continue where you left off. Your data is saved automatically, so you will not lose any work.