# Troubleshooting Sign-In Problems

## Why this matters

Being locked out of your account is stressful and time-sensitive, especially if a campaign is waiting to go out. Most sign-in problems come from a small set of causes you can fix yourself in a couple of minutes; the rest need a quick hand from our Support team.

## Work through these first

- **Use the exact email on your account.** Sign in with the address you registered with. A typo, an alias, or a different work address won't match your account.
- **Reset your password.** If you're not sure it's correct, use **Forgot password** to set a new one. If the reset email never arrives, see [Didn't get the password reset email?](/en/docs/account-settings/reset-email-not-arriving).
- **Check you're on the right sign-in page.** Sign in from the link your provider gave you, not an old bookmark or a different portal with its own login.
- **Not getting your 2FA codes?** If two-factor authentication is on and the codes don't arrive, see [Multi-factor authentication (MFA)](/en/docs/account-settings/multi-factor-authentication-mfa). A login email on the suppression list can block these — see below.

## Security or location blocks

For your protection, a sign-in attempt from a new device, network, or country (including some VPNs) can be challenged or temporarily blocked. Try again from your usual network, or without your VPN. If you're still blocked, contact our **Support team** and tell them roughly where and when you tried to sign in.

<Callout type="info" title="Your login email may be suppressed">
If the email address you sign in with has landed on the suppression list, you may stop receiving your security codes and password-reset emails, which can lock you out. Only our Support team can remove a login email from the suppression list. See [Managing your suppression list](/en/docs/audience/suppression-lists).
</Callout>

## Account suspended or inactive

If your account was **suspended**, or **automatically removed after a long period of inactivity**, sign-in will fail even with the right credentials. Contact our **Support team** to check your account status and restore access.

## Still can't sign in?

Contact our **Support team** from the email address on your account and include:

- The **account email** you're trying to sign in with.
- What happens when you try (an error message, no reset email, a blocked-location message, and so on).
- Roughly **when and from where** you last signed in successfully.

## Related articles

- [Didn't get the password reset email?](/en/docs/account-settings/reset-email-not-arriving) - Fix a missing reset email
- [Multi-factor authentication (MFA)](/en/docs/account-settings/multi-factor-authentication-mfa) - 2FA setup and lockouts
- [Managing your suppression list](/en/docs/audience/suppression-lists) - When your login email is suppressed
- [Adding and editing users](/en/docs/account-settings/adding-and-editing-users) - Manage who can access the account