Login not possible

Problem

Login is not possible and you receive an error that the login details were incorrect.

Solution

If you can’t log in because you forgot your account passwort please try to reset your account password via “Forgot account password?”. If you forgot your encryption password please reset it with the option at the bottom after logging in with your account password.
In the following section we explain certain difficulties that can occur when resetting your login credentials and during the first login after that:

1.  You do not receive an email message although you used the option “Forgot account password?” :

   1. Please check your spam folder.

   2. If the email adress that you filled in is not in our system you will not receive an error message. But in this case, no email message will be sent.
      → Please contact your administation so they can check your account in the organization settings at a computer and see which email adress was used for the registration
      Registration error
      If you have a typo in your email adress or no longer have access to it your account needs to be removed by the administration and you have to register again with a registration key (which you also receive from the administration).
      

2. You have received the email message but you are only forwarded to the login page:

   1. This can happen when using the Android app because under certain circumstances/when using different email providers an error can happen when opening the link.
      → Please open the link on a computer.

   2. If that should not be possible please tap on the link for resetting your password and hold until a menu appears. Please select to copy the url/link. Open your webbrowser, insert the link into the navigation bar and open it. There you can reset your password and afterwards you can use the app again to log in.
      
      

3. You have filled in your account password successfully but now you are asked for your encryption password:

   • Your encryption password is a password that you have freely set during your first login after the registration.

   • If you have forgotten your encryption passwordyou can reset it directly at the login. Please select the option “Forgot encryption password” at the bottom of “Activate device”.

   • Here you can select your new encryption password and you are directly logged in to your account afterwards.

   • After resetting your encryption password with this method your chats will be encrypted. If a chat is encrypted you are asked to request the chat access keys when opening the chat. This request will be shown to your chat partners in the notifications where they need to accept it manually. When they accept it, your chat will be readable again after refreshing it or opening it again. Anmelden Login klappt nicht funktioniert nicht Zugang Passwort Anmeld einloggen