TABLE OF CONTENTS
I. Credentials Do Not Match Our Records
When the error message These credentials do not match our records comes up, the most likely cause is that the password tried at login does not match the one last set for the account, and needs to be updated.
After seeing this error message, please try the following troubleshooting steps:
If your login address is linked to a Google, LinkedIn, or Microsoft/Outlook account, use this to log in
To learn how to do so, please see Related Articles
If the login address ends in @gmail.com or @outlook.com, or if you use Gmail or Outlook to receive and send mail, this option is available to you
If this option is not available to you, please continue to step 2
Log in without a password
To learn how to do so, please see Related Articles
Try a different region selection at the top of the login page
To successfully log in, it's necessary to click the region used by the organization for data storage. This is set by the organization owner on creation of the organization. It may not match the physical location login is tried from.
Once logged in via one of the options above, update the password for a better experience during the next login. To learn how to do so, please see Related Articles.
II. Cannot Find an Account with this Email Address
When the error message Cannot find an account with this email address comes up, there are two likely causes.
Either the address tried for login is not the login address (even if it is set as the contact address or secondary notification address), or an incorrect region is selected at the top of the page.
Admins cannot update the login address of other users; admins can only update the contact address(es) and secondary notification address(es) of others.
This means that any email address updates for someone else by an admin cannot be used for login.
To log in, it's necessary to click the region used by the organization for data storage. This is set by the organization owner on creation of the organization. It may not match the physical location login is tried from.
After seeing this error message, please try the following troubleshooting steps:
Has there been a recent change of email address? Update the login address to match the newest one
To learn how to do so, please see Related Articles
If there has not been a recent change of email address, please continue to step 2
Try a different region selection at the top of the login page
III. Automatically Logged Out
Logging in to one account on the web app from multiple devices at the same time is not supported.
When this is tried, it causes one of the two login sessions to end, and log out.
To access the platform from multiple devices at once, use different versions of the platform. For example, use one device to log in on the web, and another to log in on the mobile or desktop app.
Related Articles
Single Sign-On for New & Existing Accounts: log In or sign up with Google, LinkedIn, Microsoft, or securely log in without a password via an email link.
Log in Without Password: securely log in without a password via an email link
How to Update Password: learn how to reset your password and review Boardable's password policy.
Email Addresses in Boardable: Learn which email addresses can be used for login, which receive meeting invites, which receive other notification types, & how to edit each