I can't log in

Symptom

You enter your email and password on the sign-in page and either nothing happens, you see "invalid email or password", or you do not receive your OTP code.

Cause

The most common causes:

• Typo in the email or password. Easy to miss.
• Wrong subdomain. You signed in to goldcrest.proplinkcloud.com when your organisation is acme.proplinkcloud.com.
• OTP code went to spam or to an old email address.
• Account deactivated by your administrator.
• Two-factor authentication app changed (you got a new phone, the codes no longer match).

Fix

1. Double-check the email and password (try copying from your password manager).
2. Confirm you are signing in at the right subdomain.
3. Check your spam folder for the OTP email.
4. Click Forgot password and reset.
5. If the reset email does not arrive, ask an administrator to confirm your account is active.
6. If you cannot get past OTP, ask an administrator to reset your two-factor settings.

Prevent it next time

• Bookmark the right subdomain.
• Use a password manager.
• Set up an authenticator app (Google Authenticator, 1Password, Authy) so you do not rely on email for OTP.
• Save the backup codes when you first enable two-factor.

Still stuck?

Contact PropLink support with the email you sign in with and the subdomain you are trying to reach.