Overview
If you're having trouble logging in to Bi369 AI, this article covers the most common causes and how to resolve them.
Forgot your password?
- Go to the login page
- Click Forgot password?
- Enter your email address
- Check your inbox for the reset link (valid for 1 hour)
- Click the link and enter a new password
Didn't receive the email? Check your spam folder. Ensure you're checking the same email address you used to create your account.
Wrong email or password
If you're seeing "Invalid credentials":
- Make sure you're using your work email (the one you signed up with)
- Check Caps Lock isn't on
- Try pasting the password instead of typing it
If you've tried the correct email and password and it still fails, use the Forgot password? flow to reset.
Two-factor authentication (2FA) issues
Lost access to your authenticator app
If you've lost access to your authenticator app (e.g., changed phone):
- On the 2FA screen, click Use a backup code
- Enter one of the 8-character backup codes you saved when you set up 2FA
Didn't save backup codes? Contact your workspace Admin or Owner — they can disable 2FA on your account from Settings → Team Members.
Authenticator code not working
Authenticator codes are time-sensitive. If the code is rejected:
- Make sure your phone's clock is synced to the correct time (Settings → Date & Time → Automatic)
- Enter the code quickly — it expires every 30 seconds
- Try the next code that appears
Account locked
After 5 failed login attempts, accounts are temporarily locked for 15 minutes. Wait 15 minutes and try again.
If your account is still locked after that, contact your workspace Admin to unlock it, or contact support.
Invitation link expired or invalid
Invitation links expire after 7 days. Ask your Admin to resend the invitation from Settings → Team Members → Pending.
SSO / Single Sign-On issues
If your organisation uses SSO (Enterprise plan):
- Make sure you're clicking Sign in with SSO on the login page
- Contact your IT admin to verify your SSO configuration in Settings → Security → SSO
Still stuck?
If none of the above resolves your issue, contact our support team with:
- Your email address
- The error message you're seeing (screenshot if possible)
- Whether this is a new issue or previously worked
Related articles
- Setting up two-factor authentication
- Managing team members
- Account security settings