Locked out after failed sign-ins
Sign-in keeps failing after several wrong passwords, or you got an email about repeated sign-in attempts. What's happening and what to do.
Symptom: sign-in keeps saying “We couldn’t sign you in” even with the right password, or you’ve received an email titled “Repeated sign-in attempts on your account”.
What’s happening
After five failed sign-in attempts within 15 minutes, PIToolkit pauses sign-in to your account from that connection for about 15 minutes. It’s an automatic defence against password guessing. During the pause, sign-in shows the same message as a wrong password, so it can look as if your password has stopped working.
Sessions you already have open aren’t affected. You’re emailed when the pause starts, and again when sign-in is available again. These emails are always sent and can’t be switched off.
The pause clears by itself. PIToolkit support can’t lift it early.
If it was you
Wait about 15 minutes, then try once more, carefully. If you’re not sure of your password, don’t keep guessing: use Forgot password with your recovery key. See Your recovery kit.
If it wasn’t you
Someone may be trying to guess your password. Once you’re signed in:
- Change your password in Settings, section Account & security. That also signs out every other device.
- Turn on two-factor authentication if it isn’t on already. See Two-factor authentication.
- Check your activity log for anything you don’t recognise.
- Check your recovery key is still safe. Anyone holding it doesn’t need your password.
Portal clients
The same pause applies to the client portal, but clients aren’t emailed about it. Wait about 15 minutes and try again.