You can’t sign in

Likely causes

• The password or the email address is wrong.
• The account signs in with Google, so there is no password on it to type.
• You have tried several times in a row and attempts are now being refused — this same message is shown when a sign-in is blocked by the rate limit.
• The account has been suspended, disabled, or scheduled for deletion. The message is deliberately identical in every one of these cases, so it never reveals which applies.

What to do

1. Retype the address slowly and check it against the mailbox you actually read.
2. Wait five minutes before the next attempt instead of trying again immediately.
3. If the sign-in page shows Continue with Google and the account was opened that way, use it instead of a password.
4. Otherwise choose Forgot password?, open the newest email, and set a new password on the Choose a new password screen.

How to check it worked

You land on the dashboard overview, with the navigation menu beside the page content.

When to contact us

If a password you have just set from a fresh reset link is also refused, write to us with the email address, the exact wording on the screen, and the time you tried.

Likely causes

• The mail landed in spam, promotions, or a filtered folder.
• The address has no password to reset — accounts opened with Google, and accounts created when someone added you to a team, get no reset mail at all.
• You requested several links quickly and the extra requests were dropped without saying so.
• The address is not the one on the account. The screen says the same thing either way, so it cannot confirm that we recognised it.

What to do

1. Search the whole mailbox, spam included, for the subject Reset your OMAI password.
2. Request exactly one link and wait. Each new request cancels the previous link, so only the newest email works.
3. If the account was opened with Google, sign in with Continue with Google — there is no password on it to reset.
4. Check with your mail administrator that mail from omai-software.com is not being quarantined.

How to check it worked

Opening the newest link shows Choose a new password with two password fields.

When to contact us

If nothing has arrived 15 minutes after a single request and you are certain of the address, write to us with that address and the time you asked.

Likely causes

• More than 24 hours passed since the email was sent.
• The link had already been opened once. Each one works a single time, and a mail scanner or a link preview in your mail system can use it up before you click it.
• You reached the verification page without a link in the address — the page shows the same message in that case.
• You asked for a new link, which stops the older one working the moment it is issued.

What to do

1. On that page, enter your address and choose Resend verification.
2. Open only the newest email, and open it in the browser you normally use for OMAI rather than from a preview pane.
3. If your mail system scans links, forward the email to yourself and open it from your own copy.

How to check it worked

The page turns green and reads Your email is verified. Thank you! with a Continue to dashboard button.

When to contact us

If a new link never arrives, write to us with the address. In the meantime, keep using OMAI — an unverified address blocks nothing.

Likely causes

• More than 10 attempts were made for one email address inside a 15-minute window.
• More than 20 attempts came from your internet connection inside the same window — on an office network that can include colleagues.
• Account creation is counted the same way, on its own separate counter.

What to do

1. Stop for a few minutes. Attempts made while blocked keep the counter high.
2. Use Forgot password? instead of guessing further.
3. If a whole office is affected at once, try once from a phone on mobile data to confirm the connection is what is being counted.

How to check it worked

A single attempt after the wait either signs you in or gives a normal password error rather than the throttle message.

When to contact us

If the message persists for more than 20 minutes from a connection nobody else is using, write to us with the address, the time, and whether other people on the same network see it too.

Likely causes

• Someone reset the account password. A reset signs out every other session for that account immediately.
• The account state changed — suspended, disabled, or scheduled for deletion.
• Thirty days passed. A signed-in session lasts 30 days and is not extended by using it.
• The browser is discarding the cookie: a private window, a “clear cookies on close” setting, or a privacy extension.
• A short-lived problem while we re-check your session on a request sends you back to sign in.

What to do

1. Sign in again and keep working. If it holds, it was a one-off.
2. Ask whether a colleague reset the account password — that ends every other session on it.
3. Allow cookies for app.omai-software.com and use a normal window, not a private one.
4. Turn off privacy extensions for this site and try again.

How to check it worked

Sign in, work for a few minutes, then reload the page — you are still signed in and the dashboard renders.

When to contact us

If you are signed out repeatedly in a single sitting, write to us with the address, the browser and version, and the time of one of the sign-outs.

Likely causes

• The account no longer belongs to any organization — for example the only membership was removed, or the organization was deleted.
• The session was ended between the sign-in and the next page, by a password reset or an account-state change.
• Cookies are being blocked or cleared between one request and the next.

What to do

1. Ask an owner or admin of your organization to confirm you are still on the Team screen.
2. Sign in once in a different browser with extensions off, to separate a browser problem from an account problem.
3. If you see the Something went wrong card instead of the login page, that is a different case — read A page is blank, stuck or looks wrong.

How to check it worked

The dashboard overview loads and stays loaded when you reload it.

When to contact us

Write to us with the email address, the name of the organization you expect to land in, and the time you tried.