Can't get into your community? Find the message you see below. Each entry explains why it happens and what to do.
Who can do this: Any member. · Where: Web and the Mateflow app for iOS and Android. · Plan: Not plan-dependent. Which sign-in methods you see (password, email link, social accounts, SSO) depends on your community's settings.
Your account belongs to one community. Sign in on that community's web address, with the email you used to join it.
Reset a forgotten password
- On the sign-in page, click Forgot your password?.
- On Reset your password, enter your email and click Send reset code.
- Enter the code from the email and click Verify.
- On Set new password, enter and confirm a new password, then click Reset password.
In the app, tap Forgot password? on the password screen. Enter the 6-digit code from the email, or open the reset link in the email on your phone. No email? Check your spam folder, and make sure you're using the address you joined with.
Too many failed sign-in attempts
Symptom: "You have 2 attempts left before this account is locked for 15 minutes." or "Too many failed attempts. Try again in…". Why it happens: Several wrong passwords in a row lock sign-in for 15 minutes to protect your account. Fix: Wait for the countdown to end, or reset your password.
Sign in with a magic link
On the web, enter your email and click Sign in with email link. You'll see Check your email. Click the link in the email within 10 minutes.
Symptom: "Magic link has expired or is invalid." Why it happens: The link is older than 10 minutes or was already used. Fix: Go back to sign in and request a new link.
Social login and single sign-on (SSO) problems
- "This sign-in method is currently disabled by the community administrator." Your community turned off that provider. Sign in with your email and password instead.
- Your social account's email already has an account. Mateflow asks for the password of the existing account so it can link the two. Enter it, or sign in the way you did before.
- "This account uses two-factor auth. Sign in with your email and password to continue." (app) Use your email and password, then enter your 2FA code.
- "This email domain is not allowed for SSO login." Use the work email your organization registered.
- "Only enterprise SSO is available for this community." You must sign in through your organization. If that fails, contact your community's admins.
- SSO in the app: some organizations' sign-in only works on the web. The app tells you when to sign in on the web.
For two-factor codes and lost phones, see Turn on two-factor authentication.
Account status messages when you sign in
| You see | What it means | What to do |
|---|---|---|
| "Your account is suspended until {date}." | A moderator suspended you for a set time. | Sign in again after that date. Suspensions can't be appealed. |
| "Your account has been suspended by a community admin." | Suspended with no end date. | Contact the community's admins. |
| Appeal Ban page | You've been banned. | You can appeal. See Appeal a moderation decision. |
| "Your account is deactivated." | You deactivated your account. | Sign in with your email and password; your account is reactivated right away. |
| Your account is scheduled for deletion | You asked to delete your account. | Click Keep my account (cancel deletion) to keep it. |
| "This account has been permanently deleted." | The deletion was completed. | Sign up again as a new member. |
| Application submitted | Your request to join is waiting for approval. | Wait for the approval email. |
Your paid community subscription ended
Symptom: After you sign in, you see Your subscription has ended: "Subscribe again to continue accessing" the community. Why it happens: The community requires a paid subscription, and yours was cancelled or expired. Fix: Choose a plan and subscribe again. If your subscription is only set to end, you'll see Reactivate your subscription instead; click Reactivate subscription to keep it.
If a payment fails, you keep access while you fix it and see "Payment failed — update your card to keep access." See Manage your membership and payments.
"Temporarily unavailable" doesn't mean you're signed out
Symptom: A page or action fails with a message that something is temporarily unavailable, while you're signed in. Why it happens: A brief problem on the server. Your session is still valid, and Mateflow keeps you signed in. Fix: Wait a moment and try again. Don't sign out. You're only really signed out if you're taken to the sign-in page or see that your session has expired.
If the whole community shows We'll be back soon (maintenance) or This community is temporarily closed, the community is unavailable for everyone. Try again later, or use the contact link on that page.
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