Can't sign in or no code
What to try when you can't sign in, your password doesn't work, or your sign-in code doesn't arrive.
Your password doesn't work
Check your typing
Make sure Caps Lock is off. Check that your email address is spelled right, with no space at the end.
Reset your password
On the sign-in page, tap the white Forgot Password button and follow Forgot your password.
You are asked to wait
If the Sign In button says Try again in and a number, wait until the countdown ends, then try again. You can also reset your password while you wait.
The code email doesn't arrive
Check your spam
Look in your Spam, Junk or Promotions folder.
Check the email address
The Confirm it's you box shows part of the email the code was sent to, for example j•••@example.ca. Make sure it is an email you can open.
Ask for a new code
Tap Send a new code. If it says Send a new code (wait and a number, wait for the countdown to end first. You see We sent a new code. when it is sent.
Use the newest code
Type the code from the newest email only.
If the message says your code has expired, tap Send a new code and use the new code.
If a message asks you to wait, wait a little, then try again.
You can't use your authenticator app
On the Confirm it's you box, tap Use a backup code instead and type one of your backup codes. Or tap Email me a sign-in code instead if you see it.
You changed your email
After you change your sign-in email, sign in with the new email and your usual password. The old email no longer works. See Change your sign-in email.
Your account is locked after you reported an email change
If you tapped This wasn't me on an email about a changed sign-in email, you can't sign in until staff help you. Contact your band office. See If you didn't change your email.
You forgot which email you used
On the sign-in page, tap Forgot Email. The portal can't look it up for you. Contact your band office.
Still can't get in
Contact your band office. Never share your password or sign-in code with anyone.
If you get a sign-in code you didn't ask for, or think someone else is using your account, contact your band office right away.