Can't sign in?

Locked out? Work down this list — most sign-in problems are self-service and take a couple of minutes. Start at the sign-in page and match your situation below.

I’ve forgotten my password

1. Go to the sign-in page and click Forgot your password?
2. Enter your account email. If an account exists, we email a reset link.
3. Open the link (valid for 1 hour) and choose a new password.

The link works once — if it’s expired, just request another. A successful reset also clears a locked account and re-enables email/password sign-in if it had been turned off.

Didn’t get the email? Check spam, confirm you used the address on your account, and wait a couple of minutes before retrying.

I’ve lost my authenticator (two-factor) device

If two-factor is on, you’re asked for a 6-digit code after your password. New phone, reinstalled app, or lost device — try these in order:

1. Use a backup code. On the code screen, type one of the 8-character backup codes you saved when you set up two-factor (the box accepts either a 6-digit code or a backup code). Then set up a new authenticator from Settings → Security.
2. No backup codes? Click Lost your authenticator? → Reset my two-factor. For your security the reset takes effect after a 24-hour delay, and we email you a cancel link in case the request wasn’t you. After the window, sign in with your password — you’ll set up a new authenticator and get a fresh set of backup codes.
3. Need access sooner than 24 hours? Submit a request to support and we’ll verify your identity and reset two-factor for you.

You’ll always need your password for these — two-factor recovery doesn’t bypass it. If you’ve also forgotten your password, reset that first.

For the full picture (backup codes, a recovery email, org-enforced two-factor), see MFA and account protection.

My account is locked

After several failed sign-in attempts we briefly lock the account to slow down guessing. Two ways back in:

• Wait about 15 minutes, then try again with the correct password, or
• Reset your password (above) — a successful reset clears the lock immediately.

”Sign in with Google / Microsoft” isn’t working

• Your organisation may require one sign-in method, or block the one you’re trying. The sign-in page shows a note when that’s the case.
• If you normally use SSO but it’s failing, sign in with email + password instead (use Forgot your password? to set one), then re-link the provider under Settings → Security.
• See Security and SSO for provider setup and the common pitfalls.

Still stuck? Ask support

If none of the above gets you in, submit a request to support — you don’t need to be signed in. Use the email address on your Clment account so we can find you, pick the option that best matches your problem, and tell us what’s happening.

For your security we reply by email to verify your identity before making any changes, so use an inbox you control. We send the same acknowledgement whether or not an account matches the email — this page never reveals who has an account.