# Troubleshoot sign-in and invitations

> Fix missing or rejected codes, forgotten passwords, Google or passkey sign-in problems, expired invitations, the wrong workspace, and missing permissions.

Canonical: https://help.spacebrain.ai/troubleshooting/account-access/
Last modified: 2026-09-25T00:00:00.000Z

Use this page when you can't sign in, can't accept an invitation, or land in the wrong place after signing in. Find what you see, follow the fix, and contact support if you're still locked out. It's for anyone with a Spacebrain account.

> **Warning — Don't create a second account**
>
> If signing in fails, don't sign up again with another email. A second account won't have your invitations, workspaces, or connections, and it makes recovery harder.

## I didn't get a verification or reset code [#i-didnt-get-a-verification-or-reset-code]

**You see:** **We sent a 6-digit code to** your address, but nothing arrives.

**Fix:**

1. Check the address shown is exactly yours. If it's wrong, select **Back to sign in** and start again.
2. Wait a couple of minutes. Email can be slow.
3. Check spam, junk, quarantine, and any "Other" or "Promotions" tab. Ask your IT team if your company filters email.
4. When the timer (**Resend code in**) finishes, request a new code and use only the newest one.
5. Check [Spacebrain status](https://base.spacebrain.ai/status) for sign-in or email problems.

Never forward a code to anyone, including support.

## My code doesn't work [#my-code-doesnt-work]

**Fix:**

* Enter all six digits with no spaces.
* Use the code from the newest email. Asking for a new code can cancel the old one.
* Don't change the email address between steps.
* Use one tab only. Close other sign-in or reset tabs.
* Codes for signing up and codes for resetting a password are different. Use the one for what you're doing.

## My verification link doesn't work [#my-verification-link-doesnt-work]

**You see:** **This verification link is invalid, expired, or has already been used.**

**Fix:** select **Go to sign in**, sign in, and request a new link with **Resend verification link**.

## My password doesn't work [#my-password-doesnt-work]

**Fix:**

1. On the sign-in page, select **Forgot password?**
2. Enter your email and select **Send reset code**.
3. Enter the code, then your **New password** twice, and select **Reset password**.
4. When you see **Password reset!**, select **Sign in** and type the new password yourself once, so your password manager doesn't fill in the old one.

Use the same sign-in page you normally use. Agency clients often sign in on their agency's own web address.

New passwords need at least eight characters, with an uppercase letter, a lowercase letter, and a number. A sub-account sign-up page may show its own rules. Follow the message on screen.

## Google sign-in picks the wrong account or keeps looping [#google-sign-in-picks-the-wrong-account-or-keeps-looping]

**Fix:**

1. Sign out of the wrong Google account in your browser, or open a private window.
2. Allow cookies and pop-ups for Spacebrain and Google.
3. Start from the Spacebrain sign-in page and select **Sign in with Google**. Don't reuse an old Google page.
4. Choose the Google account you first signed up with.

If you see **Google signup was cancelled. No account was changed.**, nothing happened. Start again when ready.

## My passkey doesn't work [#my-passkey-doesnt-work]

**Why:** passkeys only work on a device and browser where you've set one up for this account.

**Fix:**

1. Unlock your device and allow the browser's prompt.
2. Select **Sign in with a passkey** once more.
3. If it still fails, sign in with your password or Google instead.
4. Once in, check your passkeys in your account settings. Don't delete your only working sign-in method until another one works.

## My invitation link is invalid or expired [#my-invitation-link-is-invalid-or-expired]

**Fix:**

1. Use the newest invitation email.
2. Sign out of any other Spacebrain account, or open the link in a private window.
3. If it still fails, ask the workspace admin or agency to send a new invitation to your exact email address.

Support doesn't need the invitation link, so please don't send it.

## I signed in, but I'm in the wrong workspace [#i-signed-in-but-im-in-the-wrong-workspace]

**Fix:**

1. Check the workspace name in the workspace switcher and switch to the right one.
2. For an agency client account, sign in through your agency's web address.
3. Close tabs from other workspaces or clients.
4. Don't import, publish, connect, or send anything until the right workspace name shows.

If the workspace you need isn't listed, ask its admin to check your invitation. Don't create a new workspace with the same name.

## I see "Permission denied" or a menu is missing [#i-see-permission-denied-or-a-menu-is-missing]

**Why:** your role, the workspace's plan, or a permission group limits what you can see.

**Fix:**

1. Check you're in the right workspace.
2. Ask an admin what your role is, and whether a permission group limits your access. See [roles and permissions](/reference/roles-and-permissions/).
3. After an admin changes your access, refresh the page, or sign out and back in.
4. Check [feature availability](/reference/feature-availability/) for plan or rollout reasons.

Typing a page's web address directly doesn't get around permissions.

## Contact support [#contact-support]

Use the [contact support](/troubleshooting/contact-support/) guide. If you can't sign in, email [support@spacebrain.ai](mailto:support@spacebrain.ai) from your account email. Include:

* Your account email and the workspace you're trying to reach.
* The web address of the sign-in page (without any codes or tokens in it).
* The time you tried, with time zone, and your browser.
* The exact message on screen, or a screenshot.

Never include your password, a code, a reset or invitation link, or passkey details.

## Next step [#next-step]

After you're back in, review [account access and security](/getting-started/account-access/).