I can't sign in

Find the message you see below, then follow the fix.

“These credentials do not match our records.”

The email address or password is wrong, or there’s no account for that email.

1. Check the email address for typos. Use the address your company or admin set up for you.
2. Check that Caps Lock is off and type the password again.
3. If you’ve forgotten it, click Forgot your password? and follow Reset a forgotten password.

You’ll also see this message if your account was deleted. See “If your account was deleted” below.

“Too many login attempts”

After 5 failed attempts with the same email address from the same network, sign-in is paused for 1 minute. Wait for the time shown, then try again carefully. The full message is “Too many login attempts. Please try again in [number] seconds.” Your account isn’t locked, and there’s no permanent lockout.

If you see a plain page saying “429 | Too Many Requests”, more than 60 sign-in requests came from your network in one minute, which can happen on shared office or event Wi-Fi. Wait a minute and try again.

“Verify Your Email Address”

You signed in, but your email address isn’t verified yet.

1. Check your inbox and spam folder for the verification email from CloudCard, and click the link.
2. If you can’t find it, click Request another verification email. You’ll see “A fresh verification link has been sent to your email address.”

See Verify your email address.

“403 | Account is suspended”

Your admin has deactivated your account. See “Your account is suspended”.

Microsoft sign-in errors

Message	Cause and fix
“SSO not available”	Microsoft sign-in only works for organisations on Pro or Premium. Sign in with your password instead, or ask your admin about upgrading.
“Account not found.”	No CloudCard account uses the email address of the Microsoft account you chose. Check you picked the right Microsoft account, or ask your admin to add you.
“Unable to login with Microsoft”	Microsoft sign-in couldn’t complete. Sign in with your password, and tell your admin. A common cause is an expired Entra ID client secret. See “The client secret may have expired”.

More in Sign in with Microsoft.

Your two-factor code isn’t working

See My two-factor code isn’t working.

The password reset email doesn’t arrive

• Check your spam folder. Reset links expire after 60 minutes.
• You can only request a new link once a minute. If you ask again too soon, the page shows “Please enter a valid email address.” even when the address is correct. Wait a minute and try again.
• If the address isn’t registered with CloudCard, no email is sent.

If your account was deleted

When an account is deleted, you can’t sign in with that email. For 14 days after deletion, CloudCard can restore it. Email support as soon as possible. After 14 days, deletion is permanent. See Restore a deleted account.

Still can’t sign in?

Contact support and tell us the email address you’re using and the exact message you see.