Why can't I log in?

Overview

Sign-in problems usually come down to the wrong password, the wrong email, a locked account, or a temporary connection issue. Here's the checklist.

Try these first

1. Check the email. It's easy to sign up with one email and try to log in with another. Use the one on your Javern account.
2. Check the password. Passwords are case-sensitive. Turn off caps lock and try again.
3. Reset your password. If you're not sure, tap "Forgot password" — see I forgot my password..
4. Check your internet. No connection = no sign-in.
5. Update the app or refresh the page.
6. Restart the app / browser.

Common errors and what they mean

• "Invalid email or password" — either the email doesn't have an account, or the password is wrong. Try "Forgot password".
• "Account locked" / "Account suspended" — see Why is my account locked? and Account Suspension Policy.
• "Too many attempts" — wait a few minutes before trying again.
• "Verification required" — check your email for a verification link.

Two-factor authentication issues

If you have 2FA on and you're not receiving the code, see How do I enable two-factor authentication? — the same recovery steps apply.

Still stuck?

Contact our support team with the email address on your account (never send us your password).

Related

• I forgot my password.
• Why is my account locked?
• How do I secure my account?

Still need help?

If this didn't fully answer your question, contact our support team and we'll follow up.