Account access troubleshooting

Who this is for

Anyone who can open /auth/signin, /auth/forgot-password, /auth/reset-password, /auth/verify-email, or /auth/signup and needs the exact messages the UI can show.

When to use this guide

When sign-in fails, when a verification email does not arrive, or when an account appears to be locked or suspended.

Before you start

• Have the exact email address on the account to hand.
• Note any error text the screen displayed; the messages below match the strings the dashboard surfaces.

Sign in (/auth/signin)

• Invalid email or password. Generic failed-credentials response from NextAuth.
• Your account has been suspended. Contact support for assistance. Returned when the provider signals account_suspended.
• Email not verified. When the provider returns email_not_verified, the screen offers a Resend verification action for the address you entered.
• Something went wrong. Please try again. Unexpected failure path.
• After success, the browser navigates to callbackUrl or the default /dashboard.

Turnstile (when configured) must verify before the credentials submit.

Forgot password (/auth/forgot-password)

• Title Reset your password with subtitle "We'll send you a link to reset it".
• API errors surface inline (data.error); generic copy "Something went wrong. Please try again." on network failure.

Verify email (/auth/verify-email)

• Expects token and email query params; calls GET <API>/api/auth/verify-email.
• Success message defaults to "Email verified successfully!"; failures show the server error or "Something went wrong. Please try again."
• Resend posts to <API>/api/auth/resend-verification with JSON { email }.

Sessions inside the product

• Review active devices under Settings > Active sessions. Use Revoke or Sign out all other devices (Account settings).

If you are still locked out

• Confirm the workspace API URL under Settings > Environment if verification calls fail.
• Contact support from the Help Centre footer with the email address on the account.

Related

• Account settings and notifications.
• Dashboard overview.