This article covers the messages you or your clients can see when signing in to Accounts (accounts.uptodateconnect.com) or the AI App (app.uptodateconnect.com). Find the message you see, then follow the steps. For the normal sign-in steps, see Signing in to your account.
Signing in
"Invalid email or password"
What it means: The email address and password don't match an active account. For security, the same message appears whether the email is unknown or the password is wrong.
What to do:
Check the email address for typos. Use the exact address your invitation was sent to.
If you normally sign in with Google or Facebook, use that button under or continue with instead of the password form.
If you're not sure of your password, click Forgot password? and reset it (see "Resetting your password" below).
Still stuck? Ask your agency admin to confirm which email address your account uses.
"You do not have permission to access this resource" or "Your account has been suspended"
What it means: Your account has been suspended. The first message appears when you sign in with a password, the second when you sign in with Google or Facebook.
What to do: You can't fix this yourself. Contact your agency admin or the UP-TO-DATE support team and ask them to check the account status.
"You cancelled the sign in process"
What it means: You closed or cancelled the Google or Facebook sign-in window before it finished.
What to do: Click the Google or Facebook button again and complete the steps, or sign in with your email and password.
"Invalid state. Please try again" or "OAuth authentication failed. Please try again"
What it means: The Google or Facebook sign-in didn't complete. This often happens when the sign-in page was left open too long, or was opened in more than one tab.
What to do: Close any other sign-in tabs, go back to the login page and try again. If it keeps failing, sign in with email and password, or use Forgot password? to set one.
"You signed in with ..., but this invitation is for ..."
What it means: You're accepting an invitation, but the Google account you picked uses a different email address than the one the invitation was sent to. This is common when an invitation goes to a work alias while your browser is signed in to a personal Google account.
What to do: Click the Google button again and pick the account with the invited email address, or sign in with the invited email address in the form below.
"Passkeys are not supported on this device" or "Authentication was cancelled"
What it means: Sign in with Face ID didn't work, either because this device or browser doesn't support passkeys or because the prompt was dismissed.
What to do: Sign in with your email and password instead. You can add a passkey on the device you use most; see Managing your profile, password and security.
Two-factor authentication
When two-factor authentication is on, a Check your email screen asks for a Verification code after your password.
"Invalid verification code."
What it means: The code you typed doesn't match the most recent code.
What to do: Check the latest email and type the code again. If you clicked Resend code, only the newest code works.
"Verification code expired. Please request a new one."
What it means: Codes are valid for 10 minutes.
What to do: Click Resend code and use the new code straight away.
"Invalid backup code." or "No backup codes available."
What it means: You clicked Use a backup code instead, but the code isn't one of your saved backup codes, or there are none left on the account.
What to do: Check the code against the backup codes you saved when you turned on two-factor authentication. If you have none, click Use verification code instead and use the emailed code. If you can't reach that mailbox either, contact the UP-TO-DATE support team.
Creating an account and verifying your email
"An account with this email already exists"
What it means: Someone has already registered with this email address, possibly you, earlier.
What to do: Go to the sign-in page and sign in. If you don't know the password, use Forgot password?.
"Passwords do not match" or "Password must ..."
What it means: The two password fields are different, or the password doesn't meet the rules. A password needs at least 8 characters, with at least one uppercase letter, one lowercase letter, one number and one special character.
What to do: Type the same password in both fields and make sure it meets every rule.
"You were invited with this email, so it's locked for this account."
What it means: You opened the sign-up page from an invitation. The email field is locked so the new account matches the invitation.
What to do: Nothing is wrong. Complete the other fields. If you want to use a different address, ask the person who invited you to send a new invitation to that address.
"Verification failed"
What it means: The email verification link didn't work. The page shows the reason, for example "This verification link is invalid or has expired.", "This token has already been used" or "This verification token has expired".
What to do:
If the message says the token has already been used, your email is already verified. Go to the sign-in page and sign in.
Otherwise, open the most recent verification email and use that link. Make sure you copy the whole link if you paste it into the browser.
Resetting your password
"Check your email" but no email arrives
What it means: After Forgot password?, the page always says "If an account exists for ..., we've sent password reset instructions." It shows this even when no account uses that address, so it doesn't confirm the account exists.
What to do:
Check your spam or junk folder. The email may come from your agency's name.
Check the address shown on the screen. If it's wrong, click Try a different email.
If you signed up with Google or Facebook, try signing in with that button.
"Invalid link"
What it means: The page says "This password reset link is invalid or has expired." Reset links are valid for 1 hour.
What to do: Go back to the sign-in page, click Forgot password? and request a new link. Use the newest email.
Invitations
"Invitation not found"
What it means: "This invitation link is invalid or has been revoked." The link is incomplete, or the sender cancelled the invitation.
What to do: Ask the person who invited you to send a new invitation.
"Invitation expired"
What it means: Invitations are valid for 7 days.
What to do: Ask the person who invited you to resend it. Admins can resend pending invitations; see Inviting users.
"Invitation no longer available"
What it means: The invitation was declined or cancelled.
What to do: Ask the person who invited you to send a new one.
"Already accepted"
What it means: You've already joined this company or agency with this invitation.
What to do: Click Go to dashboard. If you don't see the company you expect, check the company switcher in Accounts or the site selector in the AI App.
"Wrong account"
What it means: You're signed in as a different email address than the one the invitation was sent to.
What to do: Click Sign in as followed by the invited email address. This signs you out and brings you back to the invitation. Click Stay signed in only if you want to keep using your current account without accepting.
Signing in to the AI App
"Sign in failed"
What it means: The AI App couldn't finish signing you in through Accounts. You'll see "No authorization code was received. Please try logging in again." or "Authentication failed. The code may have expired. Please try again."
What to do: Click Try again. If you left the page open for a while or used the browser's back button, start again from the AI App login page. If it keeps happening, clear your browser cache for the AI App and try once more.
"Login required"
What it means: "The session has been expired. Please login to continue." Your session in the AI App has ended.
What to do: Click Login and sign in again. You return to the dashboard.
You're signed in as the wrong person
What it means: Your browser remembered a different account, for example a colleague's on a shared computer.
What to do: Open the avatar menu in the top bar of the AI App and click Sign out, then sign in with the right account. See Signing in to your account for switching accounts.