Can't sign in
Why you're asked for a code after entering the right password, and what to do when a password reset goes wrong.
Most sign-in trouble is one of a handful of specific things. Start with the one people ask about most.
"It's asking for a code and I typed the right password"
Nothing is wrong. Your password was accepted — this is a second step, not a rejection.
The phone app shows Verify Your Sign-In: "We've sent a verification code to your email. Enter it below to continue." Sometimes it names the address it sent to. On the web the same thing happens inside the sign-in box. Fetch the code from your email and enter it.
- No code arrived? Use Resend Code. Check spam, and check you're looking at the inbox for the address you signed in with rather than the one you usually use.
- "The code you entered is invalid." — codes expire. Request a fresh one rather than retyping the old one.
Some accounts never see a password field at all
If you're hunting for Forgot Password? and there's no password step in the first place, that's expected: some accounts sign in by emailed code instead of a password. Enter your email, and if the next thing you see is "check your email" rather than a password box, that's your account. There's no password to reset — the code is how you sign in.
The same applies if you originally signed up with Google, Apple or Facebook. Your password lives with them, not with Routerra, so reset it there. Use the same button you signed up with — signing up with Google and later trying email and password won't find anything.
Reset your password
The happy path is in Create your account. What follows is what to do when it doesn't go smoothly.
The app walks through three screens:
Reset your password
Enter your email and press Send Reset Code. You'll get "We've sent a 6-digit reset code to your email address."
Enter Reset Code
Type the six digits and press Verify Code.
Set New Password
Enter the new password twice and press Reset Password.
The web sign-in box runs the reset itself, so follow the prompts it gives you — there's no separate Routerra page for it. The sequence is the same: confirm your email, enter the code that's emailed to you, choose a new password.
If the reset code doesn't arrive, request another. If none ever arrive, it usually means there's no account on that address — see the next section.
If your new password is refused, it's the strength check: "Password is too weak or has been compromised. Please choose a stronger password." Compromised means it's turned up in a known breach, not that anything happened to your Routerra account. Use a different one, and make it at least 8 characters.
What the other messages mean
| Message | What it means |
|---|---|
| "Invalid email or password. Please check your credentials and try again." | One of the two is wrong. If you're sure of the password, check the email for a typo or a different address. |
| "No account found with this email address. Please check your email or sign up." | There's no account here. Often a second address you've forgotten about, or a social sign-up. |
| "This email address is already registered. Please sign in instead." | You're trying to sign up on an address that already exists. Sign in instead, resetting the password if you need to. |
| "Too many attempts. Please wait a moment before trying again." | A rate limit after several rapid tries. Wait a minute; nothing is locked permanently. |
| "Please verify your email address before signing in." | The account exists but was never confirmed. Use the verification email sent when you signed up. |
Still stuck
If you've confirmed the address is right, no reset code arrives, and no account is found, the account is probably on a different email than you remember. Try any other addresses you use. Failing that, contact support with the address you expect it to be under — and mention whether you originally signed up with email, Google, Apple or Facebook, since that narrows it down immediately.