Login & Account Issues

This page covers the most common problems when signing in to Cognivo and what to do about each one.

Cannot Connect a Wallet

What to do:

Make sure your wallet application is installed and unlocked before attempting to connect.
If the connection dialog does not appear, check your browser's pop-up permissions — wallet connection dialogs are sometimes blocked by pop-up blockers.
Refresh the page and try connecting again.
If the connection appears to hang, close the wallet application, reopen it, and retry.

Some browsers handle wallet connections differently. If you continue to have problems, try a different supported browser.

What to do:

Check for typos — passwords are case-sensitive.
If you cannot remember your password, use the Forgot password link on the login page. A reset link will be sent to your registered email address.
Check your spam or junk folder if the reset email does not arrive within a few minutes.

If you signed up with a connected wallet, email/password login is not available for your account — use the wallet connection option instead.

2FA codes are time-sensitive and expire quickly. A code that fails may have been generated a few seconds too late.

What to do:

Verify that your device's clock is set correctly. A clock that is even slightly out of sync can cause valid codes to be rejected.
Generate a fresh code and enter it immediately.
If the problem persists, use one of your backup codes. Backup codes are available in Settings > Account > Backup Codes.

Keep your backup codes in a safe place. They are one-time use.

If you see a prompt to sign in again, your session has expired after a period of inactivity. This is a standard security measure.

If you receive an access denied message that does not match any of the above, your account may have been suspended or restricted.

Contact support using the information on the Getting Help page.