Skip to main content

Login Troubleshooting

Andrea Jackson
  • Updated
Important Note Having trouble logging in? Please do not ask a team member to delete your account and re-invite you - this will delay getting you back into your account later on.

Login Troubleshooting

If you are having some trouble logging in, try a few of these steps to get back on track!

User Not Found

If you are seeing the notification 'User not Found', the email you've inputted is not in our records. Try these steps:

  1. Make sure you're using the correct login link for your country.
  2. Make sure you're logging in using the same login method that you originally signed up with.
  3. Verify that the email address is the one that you signed up with originally.
  4. Try clearing your browser cache & cookies and restarting your browser. 

Incorrect Password

If you are seeing the notification 'Incorrect Password', the email you provided is correct, but the password doesn't match our records.  Try these steps:

  1. Try another password that may be correct.
  2. Try clearing your browser cache & cookies and restarting your browser. 
  3. Click Forgot Password to enter your email for a reset. Didn't receive the email right away? Check your spam!

mceclip0.png

Haven't Received the Forgot Password Email?

If you've checked your Spam folder and have waited 15 minutes but still have not received an email, please reach out to us at support@keela.com and we'll be able to reset your password for you.

Please do not ask another user at your organization to delete your account and re-invite you. This will not resolve the issue - you will need your password to accept the invitation - it will also cause a delay in our ability to get you back up and running.

Instead, reach out to us and we'll be able to assist you right away!

What is a Keela Verification Code?

If Keela is requesting a verification code upon login, your Keela Administrators have toggled on Two-Factor Authentication. Keela will send a unique code to the email used for your Keela Login. You'll need to input this code to proceed. Make sure to check your spam and junk for the incoming email!

Browser Issue

  1. Make sure you are using Google Chrome as your browser - Keela is the most compatible with Chrome.
  2. Try clearing your browser's cookies and cache.
  3. Try restarting your browser

Help - I still can't login!

Not to worry, just contact us and we'll get you sorted!

Powered by Zendesk