Help Center / Troubleshooting /
Common account issues
Most account issues come down to login credentials, two-factor authentication, or workspace access. The fixes are straightforward, and in most cases, access is restored without contacting support.
1. Forgotten password
The password reset link sits on the login page. Clicking Forgot password sends a reset email to the address on file, and the email contains a one-time link to set a new password. If the email doesn't arrive within a few minutes, checking the spam or junk folder is worth doing, because some email providers filter automated messages.
2. Two-factor authentication issues
When the authenticator app isn't available or codes aren't being accepted, backup codes from the initial 2FA setup serve as the fallback. Each backup code works once. If all backup codes have been used and the authenticator app is inaccessible, the workspace owner or Plutio support can assist with account recovery.
3. Locked account
Too many consecutive failed login attempts trigger an automatic lock as a security measure. The lock lifts after 15 minutes, and login can be reattempted with the correct credentials. If the password is uncertain, resetting it before retrying avoids another lockout.
4. Workspace not visible
An invitation to a workspace arrives via email. If the workspace doesn't appear after accepting, the invitation email may have landed in spam, or a different email address may have been used to log in. Logging in with the exact email address the invitation was sent to resolves most cases. If access is still missing, the workspace owner can check role permissions in Settings → User roles.
5. Deactivated account
A deactivated account means the workspace owner or an admin has removed access. Reactivation requires the workspace owner to re-enable the account from the team management settings. The deactivated user's data and history are preserved, so reactivation restores everything to its previous state.
6. "Please verify your email" is not a login gate
An unverified email does not block login on Plutio. If a customer has received a verification email but still cannot sign in, the cause is one of the five issues above, not the verification step. See Email verification: what it does and does not do for the full explanation.
