When you cannot sign in

Before you start

• The email address you signed up with. Everything below is keyed to it, and an address with a typo in it is its own explanation.

Steps

1. Read the message under the form

   BrainSack words the four cases differently on purpose, so the sentence on screen is the diagnosis. If it mentions confirming your address, the account exists and the password was right — the email link has simply not been opened. If it mentions too many attempts, nothing is wrong with the details at all.

2. If the address is unconfirmed, resend the link

   A Send it again control appears with that message. Open the link in the fresh email — or in the original, which keeps working — and sign in again.

3. If the password is wrong, reset it

   Use Forgot your password? below the form. It always says the same thing whether or not the address has an account, so that nobody can use it to find out who is signed up — which also means it is not confirmation that you typed the address correctly.

   The link in that email sets a new password. It is single-use and short-lived, so ask for a fresh one rather than re-opening an old email.

4. If nothing fits, check how the account was made

   An account created through Continue with Google has no password to be wrong. There is nothing to reset — sign in with Google, then add a password from the Account page if you want one.

What happens next

• You are on the board, or on the checkout page if the subscription has lapsed.
• A password reset signs out your other devices; this one stays signed in.

If something goes wrong

Each row is what you see on screen. Symptoms are worded the way the app words them, so the sentence in front of you should be findable on this page.

“Confirm your email address before signing in”

Open the link we mailed you. Use the resend control beside the message if it is gone, and check spam — a message whose whole body is one link is what filters are built to distrust.

“That email and password don’t match”

Reset the password. If the reset email never arrives either, the address probably has no account on it — the reset form cannot tell you that, by design.

“Too many attempts, try again later”

Nothing is wrong with your details. Sign-ins are capped over a few minutes so the form cannot be sprayed across many accounts. Wait the time the message names — retrying sooner only spends more of the allowance.

The reset email never arrives

Requests for it are capped more tightly than sign-ins, because each one spends money and lands in somebody’s inbox. Wait a quarter of an hour before asking again, and check spam in the meantime.

You are signed in but everything says you have not paid

That is not a sign-in problem — the account is fine and the subscription is not. See Your subscription.

You are signed out every few minutes

Something is clearing the cookie: private browsing, an extension that blocks storage, or a browser set to drop cookies on close. Try an ordinary window with the extension off.

Next

• Create your account — Sign up, confirm your email, and start the trial. Three steps, and the middle one is the one people miss.
• Sign in with Google — Use a Google account instead of a password, or add it to an account you already have.
• Change your password — Change it from the Account page, or set one for the first time on a Google account.
• Your subscription — What you are paying, when the period ends, how to change a card and how to cancel.

Still stuck? Email [email protected] and tell us what the screen said. All the help articles are at Help.