Two-factor authentication and account security

“That email and password don't match an account.”

Where you see it: The sign-in page, above or under the fields.

The email and password do not match a Balancely login. For your safety, the message is the same even if the address has no account.

1. 1

   Check the email address for a typing mistake, and check that Caps Lock is off.

2. 2

   If you signed up with Google, choose Continue with Google instead.

3. 3

   If you are still not in, choose Forgot your password? and use the link in the email. It works for one hour.

Next time: After many wrong tries, each new try is slower. Reset the password instead of guessing.

“That reset link is no longer valid. Request a new one and try again.”

Where you see it: The Reset password page, or the Confirm your email page, after opening a link from an email.

Each link works once. A password reset link lasts one hour. An email confirmation link lasts 24 hours. A new link stops the older ones from working.

1. 1

   For a password reset, choose New link, enter your email address, and open only the newest email within an hour.

2. 2

   For email confirmation, sign in first, open the link again and choose Send a new link. Use the new link within 24 hours.

3. 3

   If the link was cut short in the email, copy the whole link into the browser’s address bar.

4. 4

   If you can sign in and nothing asks you to confirm, your email is likely confirmed. Ignore the old link.

“That code didn't work. Check that your phone's time is set automatically, then try the newest code.”

Where you see it: The Enter your code step when signing in, under the code box.

The 6-digit code from your authenticator app did not match. Often the phone’s clock is a little off. Or the code changed just before you entered it. A used code does not work again.

1. 1

   On your phone, turn on automatic date and time in the phone’s settings.

2. 2

   Wait for a new code in the app. Enter it before it changes.

3. 3

   Do not reuse the code you just tried.

4. 4

   Without your phone, choose Use a recovery code and enter one of your saved codes.

“Confirm your email address first — check your inbox for the link we sent.”

Where you see it: When you connect a company, create an application or pay. Settings shows Not confirmed beside your email.

Some actions need a confirmed email address. You can look around and set things up first. These actions wait until you click the link we sent at sign-up.

1. 1

   Open the confirmation email from Balancely and click its link.

2. 2

   Check the spam and Promotions folders. Search your mail for “Balancely”.

3. 3

   If the link has expired, sign in, open it anyway and choose Send a new link on the page that opens.

4. 4

   Then try the action again.

It worked when: Settings shows Confirmed beside your email address.

“New sign-in to your account”

Where you see it: An email and a notification. It is always sent.

Your login was used from a new browser or place. We had not seen it in the last 30 days. A new browser, a new laptop or new office internet is enough.

1. 1

   If it was you, you need to do nothing.

2. 2

   If it was not you, change your password in Settings → Security at once.

3. 3

   Choose Sign out everywhere under Signed-in devices.

4. 4

   Turn on two-factor authentication. Then a password alone cannot get in.

5. 5

   Check the Security Log tab for anything else you did not do.

Next time: See Signed-in devices and “Sign out everywhere”.

“Too many sign-in attempts from this network. Try again in 15 minutes.”

Where you see it: The sign-in, sign-up, forgot password, reset password, confirm email and two-factor screens.

Too many tries came in a short time. “From this network” counts every try from your office internet, so colleagues’ tries count too. “From your login” counts only your own tries. The message says how long to wait.

1. 1

   Wait for the time in the message, then try once. It is 15 minutes at most, or an hour for sign-ups.

2. 2

   Ask colleagues on the same office internet to stop trying for now.

3. 3

   If you have forgotten your password, use Forgot your password? instead of guessing.

“Complete the check that you are not a robot, then try again.”

Where you see it: The sign-in, sign-up and forgot password pages.

The small “not a robot” check on the page did not finish, or could not start.

1. 1

   Wait for the check box to finish, or tick it if it asks.

2. 2

   Turn off ad blockers or script blockers for this site.

3. 3

   Reload the page and try again.

4. 4

   If it still fails, try another browser.

“That sign-in timed out or had too many wrong codes. Sign in again.”

Where you see it: The sign-in page, back at the email and password step.

After your password, enter the code within 5 minutes. Only 5 wrong codes are allowed.

1. 1

   Open your authenticator app first, so the code is ready.

2. 2

   Enter your email and password again.

3. 3

   Enter the newest code within 5 minutes.

I lost my phone and cannot get past “Enter your code”

Where you see it: The Enter your code step when signing in.

With two-factor authentication on, you need a code to sign in. Use your authenticator app or a saved recovery code.

1. 1

   Choose Use a recovery code and enter one of the 10 codes you saved when you turned it on.

2. 2

   In Settings → Security, turn two-factor off and on again with your new phone. See If you lose your phone.

3. 3

   With no recovery code left, ask the account owner to reset your two-factor sign-in under Settings → Team. An admin can do it for an accountant or a viewer.

4. 4

   If you are the account owner and have no recovery code left, contact us.

Next time: Keep your recovery codes safe, away from your phone. Make new ones when 2 or fewer are left.

“Too many sign-in attempts. Try again in about 15 minutes, or reset your password.”

Where you see it: The Enter your code step when signing in.

After 10 wrong codes in a row, the login locks for 15 minutes. This keeps guessers out.

1. 1

   Wait the minutes shown, then sign in again.

2. 2

   Or choose Forgot your password?, set a new password and sign in. This ends the lock. You still need a code or a recovery code.

3. 3

   Before trying again, turn on automatic date and time on your phone.

“That QR code expired. Start the setup again to get a new one.”

Where you see it: The Turn on two-factor dialog in Settings → Security.

Scan the QR code and enter its code within 15 minutes. If you sign in with Google and have no password, you must have signed in within the last 10 minutes.

1. 1

   Close the dialog and choose Turn on again for a new QR code.

2. 2

   Scan it with your authenticator app and enter the code within 15 minutes.

3. 3

   If asked to sign in again, sign out, sign in, and finish within 10 minutes.

“Only 2 recovery codes are left. Make a new set so you are not locked out if you lose your phone.”

Where you see it: The two-factor card in Settings → Security.

Each recovery code works once, and you have 2 or fewer left.

1. 1

   Choose New recovery codes.

2. 2

   Enter the code from your authenticator app and choose Make new codes.

3. 3

   Save the 10 new codes with Copy or Download. The old ones stop working at once.

“That current password is not correct.”

Where you see it: The Change password card in Settings → Security, or the Reset password page.

The current password is wrong, or the new one is too weak. A new password needs 10 or more characters, with a letter and a number. After many wrong tries, you must wait up to 15 minutes.

1. 1

   Enter your current password again. If you are not sure of it, use Forgot your password? on the sign-in page.

2. 2

   Enter a new password of 10 or more characters, with a letter and a number.

3. 3

   If you sign in with Google and are setting a password for the first time, sign out, sign in with Google, then set it within 10 minutes.

The confirmation, reset or invite email never arrived

Where you see it: After Forgot your password?, after signing up, or after a team invite.

The email may be in spam, or sent to another address. For your safety, the reset page says the same thing even if the address has no account. Signing up again with an address that has a login sends nothing.

1. 1

   Check the spam and Promotions folders, and search your mail for “Balancely”.

2. 2

   Check that the address is the one you signed up with.

3. 3

   Ask for the link again. For an invite, ask the person who invited you to choose Resend after a minute.

4. 4

   If you signed up and nothing came, try signing in or Forgot your password?. The address may already have a login.

5. 5

   If still nothing arrives, contact us.

“Google sign-in did not finish. Try again.”

Where you see it: The sign-in page, after Google sends you back.

The Google sign-in did not finish. Finish it within 10 minutes, in the same browser, with cookies allowed.

1. 1

   Choose Continue with Google again and finish within a few minutes.

2. 2

   Stay in the same browser window. A private window that blocks cookies fails.

3. 3

   Use a Google account whose email address is confirmed.

4. 4

   Or sign in with your email and password.

“Choose a password of at least 10 characters, including a letter and a number.”

Where you see it: The sign-up page.

A field on the sign-up form is not right, or the email address already has a login.

1. 1

   Fix the field the message points to.

2. 2

   Use a password of 10 or more characters with a letter and a number.

3. 3

   If the address already has a login, go to the sign-in page, or use Forgot your password?.

“Sign in to continue.”

Where you see it: Any page, which sends you to the sign-in page.

You were signed out. This happens when your password is changed on another device, or two-factor is turned on elsewhere. It also happens when someone chooses Sign out everywhere, your team resets your two-factor sign-in, or the sign-in is too old.

1. 1

   Sign in again.

2. 2

   If you did not change anything yourself, change your password in Settings → Security.

3. 3

   Check Signed-in devices and the Security Log tab for anything you do not recognise.

“This setup screen expired. Close it and start connecting again.”

Where you see it: The approval screen that opens when another tool, such as Zapier, Make or n8n, connects to Balancely.

The approval screen lasts 15 minutes. It also stops if the company you chose is not allowed for that application, or its pairing is not finished.

1. 1

   Close the screen. Go back to the other tool and connect again. Finish within 15 minutes.

2. 2

   If a company is not offered, add it to that application on its page under Applications first. See Applications.

3. 3

   If the company has not finished connecting, open it under Connections and complete the pairing first.

“This account has been suspended. Contact support if you think that is a mistake.”

Where you see it: The sign-in page, or any page.

Your login cannot open an account. It was stopped, or it no longer belongs to any account.

1. 1

   Contact us from the email address you sign in with.

“You own another team account. Transfer its ownership to an admin before deleting your login.”

Where you see it: The delete account dialog in Settings.

You cannot delete a login that still owns a team account. The paid plan must also be stopped at Razorpay first. Nothing was deleted.

1. 1

   In each team account you own, open Settings → Team and transfer ownership to an admin. See Team and roles.

2. 2

   Enter your password again, and enter DELETE in capitals.

3. 3

   If the payment provider could not be reached, wait a minute and try again.

“That screenshot is too large. Attach a smaller one, under 900 KB.”

Where you see it: The Send feedback or Report this problem dialog, under the message.

The screenshot could not be added. It is not a PNG, JPEG or WebP picture. Or it is still too large after Balancely makes it smaller. Or five are already attached: one message takes up to five. Nothing was sent. Your message is still in the box.

1. 1

   Take the screenshot again with the Windows Snipping Tool (Windows key + Shift + S). Take only the part that shows the problem.

2. 2

   Click in the dialog and press Ctrl+V to paste it, or choose Add screenshots and choose the saved images. You can attach up to five.

3. 3

   Already five? Remove one with the × on its picture, or send the rest in a second message.

4. 4

   If it still will not add, send the message without it. A screenshot is optional.