One of these happens:
- After you select Login, a red box under the button shows an error, and you stay on the sign-in screen.
- A password reset code or link is refused.
- After you sign in, the app opens Change Password and does not let you leave it.
- You were working in the app, and it opened the sign-in screen without you signing out.
- Wrong username or password
- Too many attempts blocked your user for a while
- Your email address is not verified yet
- You are signed in on too many devices
- Your user or account is inactive
- The password reset code or link is not accepted
- Your user must choose a new password first
- Your session was revoked or your password changed
- A support session ended
- You opened an invitation link for another user
- You are on the wrong sign-in address
The red box reads "Wrong login attempt".
Check
- Check the keyboard language and Caps Lock.
- Select the eye icon in Password to see what you typed.
Fix
- Enter the password again.
- If you do not remember it, select Forgot Password?.
See Reset a forgotten password.
Count your attempts. The third wrong password in a row blocks your user for a while.
The red box reads "Your account is temporarily blocked". After three wrong passwords in a row, the app refuses every attempt for a few minutes, even with the right password. The message says how many minutes.
Fix
- Wait until the time in the message has passed since your last attempt.
- Sign in once, with care.
If you are not sure of the password, reset it instead of trying again.
The red box reads "Username does not exist". Either no user has this username or email, or the email address is not verified yet.
Check
- Check the spelling of the username or email address.
- Look for the welcome email with the verification link.
Fix
- Open the verification link in the welcome email.
- Sign in again.
If you have no user yet, ask the Owner of your account to invite you. See Verify your email address and phone number.
The red box reads "Allowed limit access" and states the limit. Each installation limits how many browsers one user can use at the same time. The default is five.
Fix
- On a browser where you are still signed in, select your name at the top right.
- Select Active Sessions.
- Select Revoke on a session you no longer use.
- Sign in again on the new browser.
If you have no signed-in browser left, wait until an old session expires. See Sign out and manage active sessions.
- "User Inactive": someone deactivated your user in this account.
- "Account Inactive": your account, or the dealer account above it, is not active.
Fix
- For "User Inactive", ask the Owner of your account to activate your user.
- For "Account Inactive", contact your dealer, or support@getgps.eu if you are a dealer.
See Edit, deactivate or block an account.
The reset link in the email works for 10 minutes and only once.
| Message |
Cause |
Fix |
| "Requested email is not registered in system." |
No user has this email address. |
Check the spelling. Use the email address of your user, not the username. |
| A message asks for a valid code |
The link is older than 10 minutes, or you used it already. |
Start again from Forgot Password?. |
| "Password should not be the same as username" |
The new password matches your username. |
Choose another password. |
The email has no separate code to type. Always open the link in it. If the email does not arrive, see An email from the app did not arrive, or its link does not work.
Sign-in works, but the app opens Change Password with the message "For your security, choose a new password before you continue." Every menu item and link brings you back to it. This happens when your user is marked to replace its password, for example a user whose first password nobody chose.
Fix
- In Old Password, enter the password you signed in with.
- Enter and confirm a new password.
- Select Save Changes.
The sign-in screen opens.
- Sign in with the new password.
If you do not want to change it now, you can still sign out. See Change your password.
The app signs a browser out when:
- Someone selected Revoke or Revoke all sessions for it in Active Sessions.
- You reset your password. A reset signs out every browser, including ones with Remember Me.
- You changed your password with Logout All Accounts selected.
- The session reached its end. With Remember Me, a browser stays signed in for up to two months by default.
Check
- Think back: did you, or someone with your password, change it or revoke sessions?
Fix
- Sign in again.
- If you did not do it yourself, change your password and revoke all other sessions.
See Change your password.
This applies to dealer staff who used Login as User. A Support Mode session ends by itself 20 minutes after it started. The app shows "Support session expired" and takes you back to your own account. You are still signed in.
Fix
- To go on helping the customer, start a new session. See Sign in as a user of another account.
An invitation to an email address that already has a user opens the sign-in screen, not the sign-up form. If another user is still signed in on this browser, the app signs them out first.
Fix
- Sign in with the user the invitation went to.
- In the New Invite dialog, select Accept.
See Accept an invitation and create your user.
Check
- Look at the address bar. It should start with https://polygon.getgps.ru/login.
Fix
- Open https://polygon.getgps.ru/login directly, rather than an old bookmark or a link from an unknown email.
- Bookmark the sign-in screen again.
Do not keep trying passwords; each wrong one can block you again. Contact support@getgps.eu with:
- Your username or email address. Never send your password.
- The exact text in the red box.
- The time of your last attempt, with your time zone.
- The browser and device you used.