The most common sign-in problems, what the message on screen means, and how to fix them.
| What you see | What it means and what to do |
|---|---|
| Invalid email or password | Check the email address for typos and that Caps Lock is off. If you’ve forgotten your password, select Forgot password?. |
| Too many failed sign-in attempts. Please wait 15 minutes or reset your password. | After 10 wrong passwords or codes within 15 minutes, Kinto locks sign-in for that email for 15 minutes to protect it. Wait, then try again carefully, or reset your password. If you didn’t cause this, tell your manager: someone may be guessing your password. |
| That code didn’t work. Please try again. | Wait for a fresh code. Check the phone’s date and time are set automatically. Make sure you’re reading the Kinto entry. See Signing in. |
| That sign-in took too long. Please enter your password again. | The code must be entered within 5 minutes of your password. Start again. |
| You’re back on the sign-in page unexpectedly | Your session ended: staff are signed out after 12 hours without using Kinto, and always after 7 days. A password reset or a two-factor reset also signs you out everywhere. Sign in again. |
| Set up two-factor authentication. | Your role needs it, and it isn’t set up (or an admin reset it). Follow the set-up steps. |
| This invitation can’t be used. | The link expired (after 7 days), was already used, or was replaced by a newer one. Ask your manager to select Resend on the Team page, and use the newest email. |
| The two passwords don’t match. | Retype both password boxes so they’re the same. |
| This workspace is for the care team | You’re signed in with a family member account. Care records are only for care staff. If you work at the home, ask your manager to change your role. |
| You’re not part of a care team yet | Your account isn’t linked to a care home. Ask your manager to invite you, then open the link in the email. |
| No reset email arrives | Check your spam or junk folder, and that you typed the email you sign in with. Reset links work for one hour. Request a new one if it has expired. |
| A button you expect is missing | Your role decides what you can do. Viewers can read but not change records, and only owners and admins see Team. |
Still stuck?
Speak to an owner or admin at your home first: they can resend invitations and reset two-factor authentication. For anything else, email support@kinto.you with the page you were on, what you expected and the exact message you saw. Please don’t include residents’ details.
Still stuck, or spotted something that doesn’t match what you see? Email support@kinto.you and tell us which page you were on. Please don’t include residents’ personal or medical details.