Troubleshoot login and 2FA

Who this is for

Use this guide if you cannot log in, your 2FA code is rejected, or your sign-in is timing out.

Before you begin

• Confirm you are signing in at the correct Conscherry login page.
• Make sure your device clock is set automatically (important for authenticator codes).
• Check https://status.conscherry.com  for service incidents.

Common login issues

"Unable to sign in."

Try the following in order:

1. Re-enter your username or email and password carefully.
2. Verify keyboard layout and caps lock.
3. Use "Forgot password" to reset credentials.
4. Retry in a private/incognito window.

Login request timed out

• Check your network connection.
• Disable VPN/proxy temporarily and try again.
• Retry after 1-2 minutes.

2FA troubleshooting

Code is invalid

• Use the newest 6-digit authenticator code.
• Avoid codes close to expiration.
• Sync your phone time automatically.
• If needed, use one backup code.

Lost access to the authenticator app

If backup codes are available, use one to sign in and then reset your 2FA setup from Account Security.

If you do not have backup codes, open a helpdesk ticket and include:

• Your username
• Account email
• Approximate last successful login date
• Reason you lost 2FA access (phone reset/lost device)

Still blocked?

Open a helpdesk ticket and include:

• Username
• Browser and device
• Exact error message
• Timestamp and timezone
• Screenshot (if available)