You can't sign in to your dashboard
You can't get into your dashboard. Usually it's a different sign-in method from the one you signed up with, a password you've forgotten, or a two-step code. Your agent keeps answering calls while you sort it out.
What you're seeing
- "Email or password is incorrect."
- A message after signing in with Google or Microsoft, such as "That sign-in didn't finish".
- You're asked to "Enter the 6-digit code" and don't have it.
Check these in order
Sign in the way you signed up
Go to lightspire.ai and choose Sign in. Use the same email address and the same method you signed up with: Continue with Google, Continue with Microsoft, or your email and password.
Invited by someone on your team? Sign in with the email address the invite was sent to.
If that fixed it, you're done.
Reset your password
Choose Forgot password?, then Email me a code. We email you an 8-digit code. Type it in on the next screen with your new password, and choose Set password and sign in.
Signed up with an email link and never set a password? Use Forgot password? to set one.
If that fixed it, you're done.
Confirm your email
If you see "Confirm your email first", open the link we emailed you, or choose Send the confirmation email again. Some email security tools open links before you do, so your account may already be confirmed: just sign in with your password.
If that fixed it, you're done.
Finish in the same browser
"That sign-in didn't finish, please try again. It was opened in a different browser from the one that asked for it" means you started on one device or browser and finished on another. Start again from the sign-in page and finish on the same device.
If that fixed it, you're done.
Wait out "too many attempts"
"Too many attempts" or "Too many sign-in attempts from your network" clears on its own. Wait a few minutes, then try once more.
"Our security check didn't go through" is the automatic check on the sign-in page. Reload the page and try again.
If that fixed it, you're done.
Enter the two-step code
If you're asked to "Enter the 6-digit code", open the authenticator app on your phone and enter the newest code it shows for Lightspire. A new code shows every 30 seconds, so use the current one.
Lost your phone? Use your backup device if you added one. If not, ring us on 1300 330 640 and we'll help you back in. See Turn on two-step verification.
If that fixed it, you're done.
Still happening?
Email support@lightspire.ai or ring 1300 330 640, and send us:
- your business number
- your Lightspire number
- the email address you sign in with, and how (Google, Microsoft or password)
- the time you last tried, and the exact message you saw