Sign-in problems

“Invalid email or password”

• Check the email address for typos, and that Caps Lock is off.
• After 5 wrong passwords in a row, the account is locked for 15 minutes. The message stays the same while it’s locked, so a correct password may still be refused. Wait 15 minutes, or reset your password, which unlocks it straight away.
• If you might be asked to confirm you’re not a robot, complete the check under the form and try again. The phone app can’t show that check, so sign in on the web once, or wait 5 minutes.
• “Too many login attempts from this network” means many attempts came from your network. Wait a few minutes.

Reset your password

1. On the sign-in page, select Forgot password?.
2. Enter your email and select Send reset link.
3. Open the email titled “Reset your IC Secure password” and select Choose a new password.

The link works once, for 60 minutes. If it says it has expired or was already used, request a new one. Resetting signs you out on your other devices.

No email? Check your spam folder. For security, the page always says a link is on the way, even if no account uses that email. Try the address you were invited with.

Invitations

• Invitation links work once, for 7 days. If yours has expired, ask your Administrator to resend it from Team.
• “An account with that email already exists” means the email is already used by an IC Secure account. Sign in with it instead, or ask to be invited with another email.

Verify your email

Verification links work once, for 24 hours. You only need to verify before starting a subscription. To get a new link, sign in and select Resend verification email on the Billing page.

Change your password

When you’re signed in, open Account > Profile > Change password. Your other sessions are signed out.

Closed account

If you see This account is closed, an Administrator can reopen it from that screen within 30 days of closing. See close your account.