Can't sign in
Get back into your account when a sign-in code doesn't arrive, your email or password isn't accepted, or you've lost your authenticator app.
You can sign in with Continue with Google, with your email and password, or with a 6-digit code we email you. If you can't get in, find the message or screen you see below.
Check this first
If you're waiting for a code, start here. We email a 6-digit code when you create an account with your email, when you click Email me a one-time code or Forgot password?, and when you sign in on a device we don't recognize.
- Check the address. The code screen says where the code went. If the address is mistyped, click the link under the code boxes (Use a different email, Use a password instead or Back to sign in) and start again.
- Wait a minute, then look in your spam and junk folders.
- Ask for a new code. Next to Didn't get it?, Resend code appears 30 seconds after the last code was sent. The screen then says "A new code is on its way." Enter the code from the newest email.
A code is valid for 10 minutes.
No account with that email
"We couldn't find an account with that email." appears under Email when no account uses the address you typed.
- Check for a typo, then try any other address you may have used.
- If you signed up with Google, your account uses your Google account's address, which may not be your work address. Click Continue with Google and choose the same Google account, or type that address under Email and click Email me a one-time code.
- If you didn't finish signing up, for example because the code didn't arrive, there's no account yet. An account is created only once you enter the code. Sign up again.
- If a teammate invited you, the invitation isn't an account. Open the link in the invitation email and create your account with the address the invitation was sent to. If the link doesn't work, see If the invitation link doesn't work.
- If you're still signed in on another device, click your profile picture there. The menu shows your account's email address.
On a browser you've signed in with before, the sign-in page also shows Last used next to the way you signed in last time: Google, your password or an emailed code.
If you try to sign up instead and see "An account with this email already exists.", that address has an account. Click Sign in at the bottom of the form.
You signed in, but your projects aren't there
You may be in a different account. Click your profile picture: the menu shows the email address you're signed in with. If it isn't the address you signed up with, choose Log out and sign in with the right one.
This happens when you choose another Google account under Continue with Google. If that Google account's address has no ReTestimonial account yet, signing in with it creates a new, empty one.
The password isn't accepted
| Message | What to do |
|---|---|
| That password isn't right. Try again, or reset it. | Click Forgot password? next to Password. Enter your email and click Send reset code, enter the code we email you, then type a New password of at least 8 characters and click Update password and sign in. Your other devices are signed out. |
| This account signs in with an emailed code. Use “Email me a one-time code” below. | Your account has no password, because you created it with Google or with only an email address and a code. Click Email me a one-time code under the Sign in button and enter the code. To sign in with a password from then on, set one under Security. See Update your profile and sign-in security. |
| That password has appeared in a known data breach. Please choose a different one. | Choose a password you don't use anywhere else. |
The code isn't accepted
The screen checks a code as soon as you type its sixth digit.
| Message | What to do |
|---|---|
| That code isn't correct. Check the email and try again. | Type the 6 digits from the newest email. |
| That code has expired. Request a new one. | Click Resend code. A code is valid for 10 minutes. |
| Too many incorrect attempts. Request a new code. | Click Resend code and enter the new code. |
| Too many attempts. Please wait a moment and try again. | Wait a little, then try again. |
You can't get past two-step verification
With two-step verification on, Enter your authenticator code follows your password, and it follows Google too.
- "That code didn't match. Check your authenticator app and try again." The code changes every 30 seconds. Enter the current one, from the entry your app shows for ReTestimonial.
- You can't use the app, for example after you lose or replace your phone. Click Use a backup code instead, type one of the codes you saved when you turned on two-step verification into Backup code, and click Sign in.
- "That backup code isn't valid. Each code works once — try another." Enter a code you haven't used yet.
Once you're in, open Security under Account Settings. To move to a new phone, click Manage, then Turn off, and confirm. Then click Enable and set it up in the new app. To get a new set of backup codes, click Manage, then Regenerate backup codes, and confirm.
If you have neither the app nor a backup code, the sign-in page has no other way past this step: this code isn't sent by email or text message. Contact us.
You're asked to confirm it's you
When you sign in on a device we don't recognize, Confirm it's you asks for a 6-digit code that we email to your account's address. It can appear even after the right password, or after Google. Enter the code to finish. If it doesn't arrive, go back to Check this first.
You're sent back to the sign-in page
- After you choose your Google account. If the sign-in page comes back with Enter your authenticator code or Confirm it's you, you aren't signed in yet. Enter the code to finish.
- On a device where you were signed in. Changing your password signs out your other devices unless you untick Sign out other devices. Resetting a forgotten password always signs them out, and so does Sign out all other devices under Security. The next page you open on those devices asks you to sign in again.
- "We couldn't finish signing you in. Please try again." Start again from the sign-in page.
The link from the free widget builder doesn't open your dashboard
If you created your account inside the free widget builder, Get my embed code opens your dashboard through a link that works once, and only for a few minutes. If it doesn't open your dashboard, the page shows one of these:
| Screen | What to do |
|---|---|
| This link has been used or has expired | Your account and your widget are safe. Click Sign in, type the address you used, and click Email me a one-time code. |
| You are signed in to another account | This browser is signed in to a different ReTestimonial account. Click Sign out and continue, then type the address you just used and click Email me a one-time code. Stay signed in keeps you in the account you're in. |
For the other screens between the builder and your dashboard, such as This link has expired, see Keep the widget you built before signing up.
After you're back in
Open Security under Account Settings to make the next sign-in easier:
- If the password row reads Set a password, click Set password. You can then sign in with your email and password, without waiting for a code.
- Click Connect in the Google row to sign in with Continue with Google.
- If two-step verification is on, keep your backup codes somewhere you can reach without your phone.
See Update your profile and sign-in security for each of these.
Still can't sign in?
Contact us and include:
- the email address of your account, and any other address you may have signed up with;
- how you sign in: Google, a password or an emailed code;
- the message the sign-in page shows.
Next steps
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