Why does Leadnote say my password is wrong when I am sure it is right?

A deactivated user sees exactly the same message as a wrong password. Ask your Account Owner or a Manager to check that your user is Active in Settings, Users.

How long does the lock after too many attempts last?

The sign-in screen shows a countdown. Failed attempts count for 15 minutes, so you can try again when the countdown ends.

My authenticator code is rejected. What should I check first?

Set the clock on your phone to automatic time. Codes are only accepted close to the real time, and a code that was already used once is refused.

I lost my phone and my recovery codes. Can I still sign in?

Someone with a higher role than yours can reset your two-factor from Settings, Users. If you are the Account Owner, only you can reset it, so contact Leadnote support.

Fix: can't sign in to Leadnote (password, lock, 2FA)

Most sign-in problems come from a wrong password, a lock after too many attempts, a deactivated user, a two-factor code problem or a temporary password that must be replaced. Match the exact message on your screen to a fix in the table below.

Quick checks

Check the email address. Sign in with the address your invitation or account was created with.
Use the show/hide toggle on the password field, and check Caps Lock.
Choose Forgot password? if you are not sure of the password.
If a countdown is showing, wait for it to finish.
For a two-factor code, set the phone clock to automatic and use the newest code.

Match your message to a fix

What you see	Likely cause	What to do
"The email or password is not correct." (web) or "Incorrect email or password." (mobile app)	Wrong password or email, no account for that address, or a deactivated user.	Retype carefully, then use Forgot password?. If you still get the same message and no reset email arrives, ask your Account Owner whether your user is deactivated.
"Too many attempts. Wait a little and try again." with "You can try again in" and a countdown	Too many failed passwords. The limit is 10 failed attempts per device and email in 15 minutes, and 30 across all devices.	Wait for the countdown. A correct password will not help until it ends.
"This account is suspended. Contact support."	Your organisation's account is suspended. This is shown only after the password was accepted.	See trial ended, plan expired or account suspended.
"That code did not work. Check the code in your authenticator app and try again."	Wrong, expired or already used code, or a phone clock that is off.	Wait for the next code in the app and enter it. Do not reuse the same code.
"Too many wrong codes. Two-factor sign-in is locked for a while."	Five wrong codes in a row lock the code step for 15 minutes.	Use a recovery code ("You can still use a recovery code."), or wait.
"That recovery code did not work. Check it and try again."	Each recovery code works once, and it has ten characters in the form xxxxx-xxxxx.	Try another unused code.
"Your sign-in expired. Enter your password again to continue."	The code step stayed open for more than 5 minutes, or the step was used up.	Go back and enter your password again.
"Choose your own password" page	An administrator gave you a temporary password.	Follow the steps in the next section.
"Set up two-factor" page	Your organisation requires two-factor and the grace period is over.	Scan the QR code with an authenticator app and enter the first code.
"Your session has ended. Sign in again to continue."	You were signed out, for example after a password reset or sign out everywhere.	Sign in again.

Wrong password or deactivated user

Leadnote shows the same message for a wrong password, an unknown email and a deactivated user, so the page never reveals who has an account. Press Forgot password?, enter your email and follow the link in the message. The link works for 60 minutes and only once. If no email arrives, read login code, invite or reset email not arriving.

A deactivated user gets no reset email, because the link would not work. The Account Owner or a Manager can reactivate you in Settings, Users by choosing Activate on your row. Reactivating needs a free user seat. If the plan is full, Leadnote says "Your plan has no free user seats left. Remove a user or upgrade your plan to add more."

After a reset, every session of that user ends and trusted devices are removed, so you will be asked for a two-factor code again.

Password rules

A new password needs 8 to 200 characters with at least one letter and one number. Very common passwords ("This password is too common. Choose a less predictable one.") and your own email address are refused. More in change or reset your password.

Temporary password: the "Choose your own password" page

When an administrator sets a password for you and ticks the option to ask for a new password at next sign-in, you land on this page after signing in. Nothing else opens until you finish it.

Enter the temporary password in Temporary password.
Enter your own password in New password and again in Confirm new password.
Choose Change password and continue.

Typical errors are "Enter the temporary password you were given", "Choose a password that is different from the temporary one" and "Passwords do not match". The mobile app shows this step as "Change your password".

Two-factor problems

Two-factor codes come from your authenticator app. Leadnote never emails them. Codes are accepted for the current 30 second window and the ones next to it, so a phone with the wrong time fails every time. Turn on automatic date and time, then try the next code.

If the code step is locked, a recovery code still works. If you tick Trust this device for 30 days on the web, that browser skips the code step until it expires. Read recovery codes and trusted devices for details.

If you have lost your phone and have no recovery codes, ask someone with a higher role to open your row in Settings, Users and choose Reset two-factor. That removes your authenticator, recovery codes and trusted devices and lets you set it up again. A Manager cannot reset another Manager, and only the Account Owner can reset the owner's two-factor. If you are the owner, contact support.

Web app vs mobile app

The mobile app asks for the second factor at every sign-in and has no trusted-device option. It also offers Log in using OTP, which emails a 6 digit code instead of asking for your password. Two-factor users still enter the authenticator code afterwards.

On the phone, an expired two-factor step reads "Your sign-in expired. Log in again to continue."

Still stuck?

Write to support with the exact message, the time, and whether you were on the web or the phone. Never send your password or a code. See contact Leadnote support.