Login

Login fails

The login screen checks the email address and the password together. It therefore does not state which of the two entries is wrong.

Message	Cause	Remedy
We weren't able to log you in. Please check your login credentials.	The email address or the password is wrong.	Enter both again. Watch the capitalisation of the password and check whether the caps lock key is active.
These credentials do not match our records.	No user account exists for this email address.	Check the spelling of the email address. If the account does not exist yet, ask a person with administration rights to create it.
The provided password is incorrect.	The user account exists, but the password does not belong to it.	Reset the password using Forgot your password?.
Too many login attempts. Please try again in n seconds.	Per email address and IP address, 15 login attempts per minute are allowed.	Wait for the time stated. The block ends by itself; a further attempt does not extend it.

The login procedure is described in Login.

Two-factor authentication

Message	Cause	Remedy
The authentication code is not valid.	The code that you entered does not match or is no longer valid.	A code is valid for a short time only. Wait until the authenticator application generates the next code and enter that one. Also check whether the time on the device is correct — a deviating time produces invalid codes.
The provided two factor authentication code was invalid.	The same error when enabling two-factor authentication later on the Profile tab.	Repeat the entry with the next code.
Two-factor authentication is required to use this website.	Two-factor authentication is mandatory for this portal but is not set up for the user account yet.	Set up two-factor authentication. Without it, the portal remains locked.
You have not enabled two-factor authentication.	An action requires two-factor authentication, for example, the display of the recovery codes.	Enable two-factor authentication first.

The second factor is limited as well: after five entries per minute, the portal rejects further attempts. In that case, wait one minute.

If the authenticator application is unavailable — for example, after you changed the device — log in with Use a recovery code and one of the emergency recovery codes that you stored during the setup. Each code is valid once. If all codes are used or lost, only a person with administration rights can reset the user account.

The setup is described in Enabling two-factor authentication.

Resetting the password

Forgot your password? requests an email containing a reset link.

Message	Cause	Remedy
We have received your request to reset your password. You will receive an email with further instructions shortly.	The portal accepted the request.	Open the link in the email. If the email is missing, check the spam folder.
We can't find a user with that email address.	No user account exists for this email address.	Check the spelling. Use the address the invitation was sent to.
Please wait before retrying.	You made the request too soon after the previous one.	Wait a moment and request the link again.
This password reset token is invalid.	The link expired or someone already used it.	Request a new link and open it immediately after you receive it.
The token has expired. Please restart the process.	The link that activates the account or sets the password expired.	Start the procedure again from the beginning.

The password is not accepted

The new password must meet all of the following rules; if it breaks one, the screen names exactly that rule.

Message	Requirement
The password must be at least 12 characters long.	at least 12 characters
The password must contain at least one lowercase letter.	at least one lowercase letter
The password must contain at least one uppercase letter.	at least one uppercase letter
The password must contain at least one number.	at least one digit
The password must contain at least one these symbols: !@#$%^&*.	at least one of the characters !@#$%^&*
The password is not valid.	The password does not meet the rules, or it does not match the confirmation.

In addition, the portal checks the password against known data breaches. A password that appears there is rejected even if it meets all rules. Choose a different password in that case.

When you change the password on the Profile tab, Incorrect password. Please try again. refers to the current password, not to the new one.