This article includes information and screenshots of known errors and messages, and how to address them.
Error 1015: You are being rate limited
Error 1015 typically occurs after 5 incorrect login attempts. The ban is temporary. Wait 15 minutes and try again.
Fraud Protection Login Verification
This page appears when fraud analytics is triggered. Enter the code you receive via email. If you do not receive an email or the code does not work, contact support via the chat bubble in the bottom right-hand corner of this page or [email protected].
2-Step Verification
Enter the 2FA code from your authenticator app.
Keyed Login Error (expected to find x logins but instead found y)
Contact support. We will run a test and ask you to re-encrypt some of your records by simply clicking Edit, then Save. We understand this can be a tedious process that may involve reaching out to team members with access to corrupted records to which you do not have access. Unfortunately, this is the only fix available right now. We cannot reset encryption from our end.
Record stuck loading
We have 2 questions to narrow down the issue:
Can anyone else on your team access these records (if shared)?
Were these records imported from a CSV?
In the instructions for importing records we see that the CSV must have the following format:
title,url,username,password,notes,organization(optional),group(optional)
If any of the required headers (including notes) are missing, the records will not encrypt properly and will be permanently stuck loading. The columns below the headers do not necessarily have to have content. But the import CSV must still contain the headers.
If other team members can access the records normally, ask your admin to remove and re-add you to the group.
Should that not work, your account may be corrupted. Export your private records, then contact support to be deleted. Your admin will need to send you a new invite.
Orphaned account
An orphaned account occurs when an account is no longer connected to an organization, and so not on a valid TeamPassword subscription. Typically this happens after you leave a company. If you have private logins that you need to export from the account, you can create a free trial of TeamPassword using a different email, invite the orphaned account to this trial organization you created, and export your private logins.
When I log in, I get redirected to 2FA setup page
Your admin has turned on manual 2FA for your organization. Follow the instructions to set up 2FA, and you can use TeamPassword normally.
I lost my 2FA device etc.
If you are unable to sign in to your account, you have two options:
Organization Owner/Admins can disable 2FA from the Manage Teams Settings. Click on people, then click on "Disable"
Have your Organization Admin contact TeamPassword Support and verify that you are requesting that the 2FA on your account be disabled.
Invalid Token when inviting new member
Try the invite through a different browser and/or clear your cache and cookies.
Generic Error
Please refer to the article on clearing your cache and cookies.