I Cannot Sign In

Each of these shows its own message, on the sign-in page or when ClaimPod signs you out. Match what you saw to a heading below. An error message stays on screen until you close it. If you sign in through your Microsoft account, your password and lockouts are handled by Microsoft, not ClaimPod.

“Couldn’t sign in”

The email or password is incorrect.

The email and password do not match an account that can sign in. ClaimPod does not say which of the two was wrong, so the same message appears for an email it does not know, and for an account an administrator has suspended.

Fix: check the email and try again. If you are sure of your password, ask an administrator whether your account is suspended. If you have forgotten the password, select Forgot your password? on the sign-in page, enter your email and select Send link. The page then reads Check your inbox, whether or not the email has an account, and the link in that email lets you choose a new password.

“Your account is disabled or not set up yet. Contact your administrator.”

The email and password were right, but the account cannot sign in yet or any more - for example, it has no role.

Fix: ask an administrator to check your account on the Users page.

“Account locked”

This account is locked after too many failed sign-in attempts. Try again in 15 minutes, or reset your password.

Five wrong passwords in a row lock the account for 15 minutes. A wrong current password on Change Password counts as well. The fifth attempt shows this message, and while the lock lasts even the right password is refused. The message names the minutes left. On Change Password the form shows Account Locked at the top instead, Too Many Attempts when the network limit below is reached, and Couldn’t Change Password for any other refusal.

Fix: wait for the time it names, or reset your password with Forgot your password?, which also ends the lock. An administrator can end it straight away with Unlock on the Users page.

“Too many sign-in attempts”

Too many attempts from this network. Try again in a minute.

Many sign-in attempts came from your network in a short time, possibly from several people sharing one office connection. This limit protects every account on the network at once, so it is not about your account.

Fix: wait a minute and try again. Password reset and account activation have their own allowance, so they still work while sign-in is paused.

If the limit is reached while ClaimPod is loading, it shows “Too many requests from this network. Trying again shortly.” and tries again on its own.

“Couldn’t load Microsoft sign-in.”

Continue with Microsoft reads “Connecting to Microsoft…” and waits while ClaimPod loads Microsoft’s sign-in. When that cannot load, the button stays greyed and this message appears under it with Retry. Your browser could not load Microsoft sign-in, most often because the connection dropped, so it is not about your account.

Fix: select Retry. If it keeps failing, check your connection, then ask an administrator whether Microsoft sign-in is working for others.

“Your Microsoft account isn’t linked to ClaimPod.”

You signed in to Microsoft, but no ClaimPod account matches that Microsoft account. Closing the Microsoft window before finishing shows nothing at all; select Continue with Microsoft again.

Fix: ask an administrator to check that your account exists on the Users page.

“You were signed out due to inactivity.”

ClaimPod signs you out after 30 minutes without moving the mouse, typing, clicking or scrolling. A minute before, Session Expiring Soon counts down, and I’m Still Here keeps you signed in.

Fix: sign in again. Anything you had not saved before the sign-out is lost, so save as you go on long pieces of work.

“Your session has expired. Please sign in again.”

A session lasts at most 9 hours from sign-in, however active you are, and this message appears when it runs out. It also appears when an administrator ends or suspends your session, or when your password was changed on another device, which ends every other session.

Fix: sign in again. Being signed in on several devices at once is fine; each has its own session.

“Your session was ended. Please sign in again.”

Your sign-in was used from somewhere else after this browser had already moved on from it, so ClaimPod ended the session everywhere it was in use. This can mean the sign-in was copied.

Fix: sign in again. If you did not expect this, change your password and tell an administrator.

“Your account has been deactivated. Please contact your administrator.”

Your account has been turned off, most often because your organization’s directory disabled it.

Fix: ask an administrator. A role or client change will not help while the account itself is off.

“This invitation has expired”

Ask your administrator to send you a new one. Each invitation link works for a limited time.

The link in your invitation email has run out. Requesting a password reset for an account that was never activated sends you a fresh invitation instead of a reset link.

Fix: select Forgot your password? on the sign-in page and enter your email, or ask an administrator to choose Resend Invitation for you. Either way, use the newest email.

Your New Password Is Refused

A new password is checked when you activate your account, reset your password, or change it. The meter under the field rates it as you type, from Too short through Weak, Fair and Strong to Very strong, and the field shows the rule it breaks.

Message	What to do
Use at least 12 characters.	Make it longer. Length matters more than symbols
This password is too common or too easy to guess. Try a few unrelated words.	Avoid common words, keyboard runs and swapping letters for digits in a common word
Don’t build the password from your name or email address.	Leave out your name and the part of your email before the @
Don’t reuse any of your last 5 passwords.	Pick one that is not your current password or any of the four before it

There are no rules about capitals, digits or symbols, and a password never expires on a timer. A few unrelated words make a strong password that is easy to remember.

Related: I Cannot See Something · Users · Getting Started