Login and Access Issues

Being locked out of your account is frustrating, but most login problems have straightforward solutions. This guide covers the most common login issues — from forgotten passwords to two-factor authentication problems — with step-by-step solutions for each.

If you can't find a solution here, our support team is available at [email protected] to help you regain access.

Forgot Your Password

The most common login issue. Here's how to reset your password:

1. Go to the login page at app.quixli.io/login

2. Click "Forgot Password?" below the password field

3. Enter your email address — use the same email you registered with

4. Check your inbox for an email from [email protected] with the subject "Reset Your Password"

5. Click the reset link in the email. The link is valid for 1 hour

6. Enter your new password twice to confirm, then click "Reset Password"

7. Log in with your email and new password

Not Receiving the Reset Email?

If you don't receive the password reset email within a few minutes, try these steps in order:

• Check your spam/junk folder: Email providers sometimes filter automated emails. Look in your spam, junk, promotions, or "other" folders

• Add our address to your contacts: Add [email protected] to your address book or contacts, then request a new reset email

• Verify your email address: Make sure you're entering the exact email you used to register. Common mistakes include typos, using a work email when you registered with a personal one (or vice versa), and forgetting which email alias you used

• Check your email provider's status: Occasionally, email providers experience delays. Wait 10 minutes and try again

• Try an alternative email: If you registered with multiple email addresses (some providers allow aliases), try requesting a reset with each one

If none of these steps work, contact [email protected] from any email address and provide your account email. We'll verify your identity and help you regain access.

Two-Factor Authentication (2FA) Issues

If you're having trouble with the 2FA verification code during login:

Authenticator App Not Working

The most common 2FA issue is a time sync problem between your device and the authenticator app:

• Check your device's clock: Authenticator apps generate codes based on the current time. If your phone's clock is off by even a minute, codes may be rejected. Go to your device settings and enable automatic time sync

• Try the next code: TOTP codes change every 30 seconds. If your current code was rejected, wait for the next one and try immediately

• Use a backup code: When you set up 2FA, you received 10 backup codes. Enter any unused backup code instead of the authenticator code. Each backup code works only once

Lost Your Authenticator Device

If you've lost or replaced the device with your authenticator app:

• Use a backup code to log in. After logging in, go to Settings > Security to disable 2FA, then re-enable it with your new device

• If you don't have backup codes: Contact [email protected]. You'll need to verify your identity by providing your account email, the last 4 digits of your payment method (if on a paid plan), and answers to security questions. Identity verification typically takes 1-2 business days

Prevent Future Lockouts

Always save your 2FA backup codes in a secure location — a password manager, printed in a safe, or in an encrypted notes app. Losing both your authenticator device and backup codes requires a manual support process that can take several days.

Account Locked

Quixli locks accounts after 10 consecutive failed login attempts to protect against brute-force attacks. If your account is locked:

• Wait 30 minutes: The lock expires automatically after 30 minutes. After the lockout period, try logging in again with the correct credentials

• Reset your password: If you're not sure of your password, use the "Forgot Password?" flow while you wait. The password reset email is sent regardless of the account lock status

• Contact support: If you need immediate access, contact [email protected] and we can unlock your account after verifying your identity

"Invalid Credentials" Error

This error means either your email or password doesn't match our records. Common causes:

• Typo in email address: Check for extra spaces, missing characters, or the wrong domain (e.g., gmail.com vs. googlemail.com)

• Wrong account: You might have registered with a different email. Try other email addresses you commonly use

• Case-sensitive password: Passwords are case-sensitive. Check that Caps Lock isn't on and that you're entering the password exactly as you set it

• Browser autofill issues: Your browser may be autofilling an old password. Clear the password field and type it manually

Frequently Asked Questions

Can I log in with Google or Microsoft instead of a password?

If your workspace has SSO (Single Sign-On) configured, you can log in with your Google or Microsoft account. Look for the "Sign in with Google" or "Sign in with Microsoft" buttons on the login page. If you don't see these options, your workspace admin hasn't enabled SSO.

How do I log in if my company changed my email address?

Contact [email protected] from your new email address. Provide your old email address and we'll update your account after identity verification. Alternatively, if you can still log in, go to Settings > Profile to change your email yourself.

Why does my session expire so frequently?

Sessions last 30 days by default. If you're being logged out sooner, check if you're using a private/incognito browser window (sessions don't persist), if your browser is configured to clear cookies on close, or if a workspace admin has set a shorter session timeout in the workspace security settings.

Can I stay logged in on multiple devices simultaneously?

Yes. Quixli allows concurrent sessions on up to 10 devices. Each session is independent — logging out on your phone doesn't affect your laptop session. You can view and manage all active sessions in Settings > Security > Active Sessions.

What should I do if I receive a login alert I don't recognize?

Change your password immediately from Settings > Security > Change Password. Then check Settings > Security > Active Sessions and revoke any unfamiliar sessions. If you have 2FA enabled, your account is likely safe — the alert may have been triggered by a VPN or network change. If 2FA isn't enabled, enable it immediately.