## Help Content

**Title:** Login, Password, and MFA Issues
**Format:** Troubleshooting article
**Audience:** All
**Slug:** login-password-mfa
**Purpose:** Resolve account access issues including forgotten passwords and two-factor authentication.

**Content:**

If you cannot log in to ReiSearch, these steps will help you regain access quickly.

### Password Not Working

Click "Forgot Password" on the login page. Enter the email address associated with your account. You will receive a password reset link by email.

- The link expires after a set time. If it expires, request a new one.
- Check your spam or promotions folder if the email does not arrive within a few minutes.
- Add support@reisearch.com to your contacts to prevent future delivery issues.

Choose a password that is at least 8 characters with a mix of letters, numbers, and symbols.

### Account Locked After Multiple Attempts

The platform locks your account temporarily after several failed login attempts. Wait 15 minutes before trying again. Use the "Forgot Password" flow to reset your password and the lock clears automatically.

### Two-Factor Authentication (MFA) Not Receiving Code

If 2FA is enabled and you are not receiving the verification code:

- Check that your phone number is correct in Account Settings.
- Ensure your mobile carrier allows short-code SMS messages.
- Wait 60 seconds and request a new code. Do not spam the resend button.
- If SMS continues to fail, use a backup code. Backup codes were provided when you enabled 2FA. Store them in a safe place.

If you have no backup codes and cannot receive SMS, contact Support to disable 2FA on your account. You will need to verify your identity.

### Email Address Changed or Unreachable

If you no longer have access to the email address on your account:

- Contact Support through the help center. Provide your full name and any account information that confirms your identity (phone number, company name, last login date).
- Support can update your email after verification.

### Browser Issues

If the login page does not load or behaves unexpectedly:

- Clear your browser cache and cookies.
- Try a different browser or an incognito/private tab.
- Disable browser extensions that may block login forms or redirects.
- Ensure cookies and JavaScript are enabled.

### Session Expired

You may be logged out automatically after a period of inactivity. This is a security measure. Log in again to resume.

**Next steps:**
- Account Settings Overview
- Troubleshooting Export Issues
- Contacting Support

**Status:** Draft v0.1