Troubleshooting

Can't sign in to the Enfonica Console

Short answer

If the Console doesn't accept your email address, there's usually no Console login for it yet. Ask an Owner of your project to add you, and then accept the invite they send. If sign-in fails only some of the time, a VPN or web filter is blocking the Google service that the Console uses to sign you in.

Applies to
Enfonica Console
Who can do this
Anyone who signs in to the Enfonica Console

Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.

Checking Enfonica system status…

Status page
On this page
  1. What are you seeing?
  2. The Console says your email or password is incorrect
  3. The invite email never arrived
  4. Accepting the invite shows an error
  5. Sign-in fails some of the time, or can't reach the authentication server
  6. The Console asks for a 6-digit code
  7. What do other sign-in messages mean?
  8. Still can't sign in?
  9. What to send us
  10. Related

What are you seeing?

The Console says your email or password is incorrect

Incorrect email or password.

The Console shows this same message whether the address has no login or the password is wrong. That way, it never reveals which addresses have accounts. Check these causes in order.

There's no Console login for this email address yet

A Console login exists only after someone invites you and you accept the invite. Receiving invoices or payment reminders at an address doesn't give it a login. This is the most common reason people can't sign in to pay a bill.

Check

Think about how you got your access. This is the cause if you've never accepted an invite or created a Console password.

Fix

Ask an Owner of your Enfonica project to add you under Settings > Users. The Console emails you an invite. To learn how, see Add users to the Console and choose their access.

If nobody in your business can sign in, contact us with your company name and the address you want to use, and we'll send the invite. If you're signing in to pay a bill, you also need to be added to billing after you can sign in. To learn how, see Can't see Billing or create a project in the Console.

You were invited with a different email address

Invites sometimes go to a shared address, such as accounts@ or info@, rather than your own.

Check

Ask a colleague who can sign in to look under Settings > Users. This is the cause if they find a different address for you, or a shared one.

Fix

Sign in with the address that was invited, or ask an Owner to add your own address.

The password doesn't match

Passwords are case sensitive. A password manager can also hold an old password after a change.

Fix

Reset your password:

  1. Go to the Enfonica Console sign-in page, and select Forgot password?.
  2. Enter your email address, and then select Send reset link. The Console confirms that it sent the email.
  3. Open the email, and follow its link to choose a new password.
  4. Sign in with your new password.

If the reset email doesn't arrive, check your junk folder. If it isn't there either, the address most likely has no login yet. See There's no Console login for this email address yet.

The invite email never arrived

When an Owner adds a new address to a project, the Console emails an invite. Its subject is "You've been invited to collaborate on", followed by the project's name. The link in it is valid for 30 days.

The email was filtered as junk or held in quarantine

Check

Look in your inbox. This is the cause if the invite isn't there, but your colleague added you recently.

Fix

Search your junk folder for the subject above. Also ask your IT team to check any email security quarantine. If you still can't find it, contact us, and we can check whether it was delivered.

You already have a Console login

An invite is sent only to addresses that don't have a login yet. If you already sign in to another Enfonica project, you don't get an email when you're added to a new one.

Fix

Sign in as usual, and select the project from the project selector at the top of the left menu. If it isn't listed, refresh the page.

The invite expired or was deleted

An invite expires 30 days after it's sent. While it's still valid, removing your address and adding it again doesn't send another email.

Fix

Check how old the invite is:

  • If the invite is more than 30 days old, ask an Owner to remove you under Settings > Users and add you again. This sends a new invite.
  • If it's more recent and the email was deleted, contact us with the email address and the project's name, and we'll send a new one.

Accepting the invite shows an error

Failed to accept user invite.

Each invite can be accepted once, within 30 days of being sent. The password you choose needs at least 8 characters.

The invite has already been accepted

This is the cause if you, or someone who uses the same address, already created a password from this invite.

Fix

Go to the Enfonica Console sign-in page, and sign in with that password. If you don't remember it, reset it. To learn how, see The Console says your email or password is incorrect.

The invite has expired

Fix

Ask an Owner to remove you under Settings > Users and add you again. This sends a new invite. If that isn't possible, contact us. For more information, see The invite email never arrived.

The Console shows Invite information is missing. Please request a new invite. when only part of the invite link reached the browser. For example, this can happen when you copy the link by hand.

Fix

Open the link directly from the email. If you see the same message, contact us for a new invite.

Sign-in fails some of the time, or can't reach the authentication server

We couldn't reach the authentication server. Check your internet connection, or contact your network administrator if the problem continues.

The Console signs you in through Google's secure sign-in service. If your network blocks or interrupts requests to it, sign-in fails even with the right password, and then works a few minutes later. Nothing is wrong with your password or your account.

A VPN is blocking the sign-in service

This is the most common cause.

Check

Turn the VPN off, or use another connection, such as your phone's hotspot. This is the cause if sign-in then works.

Fix

Turn the VPN off while you sign in. If you need it on, ask whoever manages it to allow *.googleapis.com.

A firewall, proxy or web filter is interfering

Check

Try another network. This is the cause if sign-in fails on your office network but works elsewhere. When sign-in fails only now and then, the cause is usually a filter or security setting that sometimes interrupts repeated requests, rather than a rule that blocks them outright.

Fix

Ask your IT team to allow *.googleapis.com, and securetoken.googleapis.com in particular, through your firewall, proxy, and web filter. This is a change in your own network.

A browser extension or setting is blocking it

Check

Sign in from a private or incognito window, which turns off most extensions. This is the cause if sign-in works there. If cookies are blocked, the Console says Your browser is blocking the storage needed to sign in. Enable cookies and try again.

Fix

Allow cookies for console.enfonica.com, and turn off ad blockers or pop-up blockers for it.

The Console asks for a 6-digit code

When two-factor authentication is turned on for your login, the Console asks for an Authentication code after your password. Open your authenticator app, enter the current code for Enfonica, and then select Confirm.

The code isn't accepted

The Console shows That authentication code is incorrect. Please try again.

Fix

Enter the code that your app shows right now. Each code is valid only briefly. If codes keep failing, check that your phone sets its date and time automatically. The codes are calculated from the time.

The sign-in timed out

The Console shows Your sign-in session expired. Please enter your email and password again.

Fix

Enter your email address and password again, and then enter the code.

You no longer have your authenticator app

Fix

Contact us from the email address you sign in with. To learn how codes work and how to move them to a new phone, see Turn on two-factor authentication.

What do other sign-in messages mean?

MessageWhat it meansWhat to do
Too many attempts. Please try again later.Sign-in pauses after several failed attempts, to protect your account.Wait a few minutes before you try again, or reset your password.
This account has been disabled. Please contact support.Your login has been turned off.Contact us.
Something went wrong on our end. Please try again in a moment.A temporary problem on our side.Try again shortly. If it continues, check the status page.

Still can't sign in?

Send us the details below. We can check whether your address has a login and whether its invite was delivered, and send a new invite if you need one.

What to send us

Include these so we can find your account.

  • The email address you sign in with, or were invited with.
  • Your company name.
  • The exact error message you see, or a screenshot of it.
Contact support

Our support team are telco specialists, backed by the engineers who run the network.