Login problems

Most login problems come down to the password, a two-factor code, or the device limit. This page goes through the messages you might see in TACENZA Chat and TACENZA Mail and what to do about each. Chat and Mail are separate accounts: a Chat password doesn’t work in Mail, and the other way round.

TACENZA Chat

“Wrong username or password.”

Tacenza shows the same message for both, so nobody can find out which accounts exist.

1. Check the username. Usernames are lowercase letters and numbers, with ., _ or - between them. Leave out the @.
2. Check the password: Caps Lock, keyboard language, and a password manager filling in an old one.
3. If you changed your password recently, other devices were logged out and need the new one.
4. Still no luck? Use your recovery key: select Forgot your password?. See Getting back into your account.

Nobody can reset your password for you. See I forgot my password.

It asks for an authenticator code

Two-factor sign-in is on. Enter the 6-digit code from your authenticator app under Authenticator code. If codes don’t work, see Codes and verification.

“Too many attempts. Try again in … s.”

Too many logins were tried in a short time. Wait for the time shown, then try once, carefully. Logging in from a device you’ve used with this account before is less likely to be held up by attempts someone else makes.

“Too many devices”

Your password was right, but you’re signed in on as many devices as your plan allows. Pick a device in the list and select Sign out and continue. See Sessions and devices and Too many devices.

Logged out after a reload

Reloading logs you out unless Stay signed in on this device is on. Tick it on the login screen, on a device that’s yours alone.

“Your session ended. Log in again.”

A session ends 12 hours after it was last used, when you or another device signs this device out, or when your password changes. Log in again.

“You were logged out after being inactive.”

Log out when inactive is on in Settings › Security Center. Set it to Never if you don’t want that.

Your account seems to be gone

Accounts nobody logs in to for 6 months are deleted, unless they have a running paid subscription. A deleted account can’t be restored.

TACENZA Mail

“Wrong email address or password.”

1. Enter your full address, like [email protected]. Accounts on mail.tacenza.app can use just the name.
2. If your admin gave you a temporary password, use it once. You’ll be asked to choose your own.
3. Forgot it? Your company’s admin can reset it (Mail settings). There’s no self-service reset yet.

“Too many attempts. Wait 15 minutes and try again.”

After too many wrong passwords, the web app stops accepting sign-ins for 15 minutes. Mail apps like Outlook aren’t affected.

It asks for a code

Enter the 6-digit code from the authenticator app you set up for Mail. It’s a different code from your Chat one. If you see “That code or password is wrong.”, use the newest code and check the time on your phone.

Signed out when you close the browser

Tick Keep me signed in on this device when you sign in.

Still stuck?

See I can’t log in, or Contact support.