What to do when you see an error message at login or when you don’t receive the OTP (one-time password)

In this article, we list the most common login issues and how to resolve them.

Important: to log in to Flodesk, navigate to https://app.flodesk.com/sign-in and use your Flodesk account login email address.

If you get an error message saying “user not found,” you’re using an incorrect email address to log in to your account.

Your account email is the email address you use to log in to your Flodesk account.

And it can be different from the email address(es) you use to send your emails from, aka sending email address. This depends on how you have set things up in your account.

What to do?

Double-check that you’re using the correct account login email address and you’ll be set. If you’re unsure, you can reach out to support@flodesk.com and ask for assistance.

Additionally, when logging in, use all lowercase letters for your username.

For example, if your email is “MyEmail@MyWebsite.com,” you'll need to enter it as “myemail@mywebsite.com” when logging into Flodesk.

You may get this error message “There is an existing account associated with [email address]. Please use another one”, if you try to create a new Flodesk account using an email address associated with an existing account (either as the login email or a sending address).

What to do?

If your intention is to use this specific email address for a new account, you need to remove it first as a sending email address from your existing account.

Otherwise, create an account with a brand new email address that is not used in Flodesk yet.

Note: you can also request that the existing account be deleted. In this case, please email our support team at support@flodesk.com with all the details.

If you get an error message saying, “Email must be a valid email,” follow the instructions below.

What to do?

• Make sure there’s no space left after the email address

• Clear your browser cache

• Check and update your browser to the latest version. If needed, update your operating system as well.

• If the error message is displayed when you try to log in on a mobile device, use a desktop instead

You may get this error message “Incorrect username or password”, if you try to login using an incorrect password.

What to do?

• Make sure you're using the correct password associated with that login email address

• Click on the Show password option to see if you made a typo when entering the password

• If you can't recall your password, click on the Forgot your password? link and follow the provided steps to reset your password.

If you get an error message saying, “Email is in invalid format”, follow the instructions below.

What to do?

• Clear your browser cache and then try again

• Ensure browser and operating system are updated

• Try switching browsers and restarting computer

If you've set up your Flodesk account with an email address that you no longer have access to or the login email address became inactive, our member experience team is here to help you. We can update your account email address at the backend after you answer a few security questions. Please email us for assistance at support@flodesk.com.

To keep Flodesk accounts secure, we have a security feature that automatically sends a one-time password if we detect any unusual login activity. This can happen even if the person logging in is authorized and it can’t be bypassed or turned off.

OTP codes expire after 10 minutes.

• If our system sent you an OTP, but it wasn’t received:

  • We have seen that some members' email addresses have high spam filters, which prevents the one-time password email from reaching their inbox

  • Adding no-reply@flodesk.com to their contacts/safe list has allowed the email to go through for these members

  • Additionally, if you're an Outlook user, make sure to add help@flodesk.com to your Safe Senders list in addition to your Contacts list. This can be found within the Junk folder settings.

• If you received the OTP but you didn’t request one:

  • Confirm that no one with access to the account attempted to log in around the time you received these emails

  • Update your Flodesk account login password to keep the account secure

• If another member of your team or a VA is attempting to log in:

  • The OTP will be sent to the account email address

  • You must coordinate with your team to get them successfully signed in

• If you're in a constant loop where you’re asked to reset your password, you do, and then when attempting to sign in again, the loop starts again:

  • This happens when multiple one-time passwords are requested in a close timeframe.

  • To fix this, follow these steps:

    • Clear your browser's cache

    • Turn off any password manager programs that are currently enabled

    • Delete any old OTP emails in your inbox

    • Go to the Flodesk login page

    • Request a new OTP(make sure you only click this once)

    • Wait until the new OTP is received

    • Manually type in the new OTP to log into your Flodesk account

If you still have difficulties logging in, please email our team at support@flodesk.com for assistance.

If you get an error when trying to log into your Flodesk account or you don't seem to receive the one-time password (OTP), follow the detailed steps from this article.

Also, always make sure that you log into Flodesk via: https://app.flodesk.com/sign-in.

If you can't remember your password, click the ‘Forgot your password?’ link at the bottom of the page. Then enter the Flodesk account login email address and select ‘Get code’. This will send you a one-time password (OTP) so that you can set a new password for your Flodesk account.