Trouble Signing In or Claiming Your Profile?

Before You Begin

• Sign-in emails contain a link and an 8-digit code. Each works once and expires after one hour.
• Requesting a new email replaces the previous link and code. The newest email is the one that works.
• There’s no password to reset. You always start from the sign-in page.

The Sign-In Email Never Arrived

1. Give it a few minutes, then check your spam and promotions folders, plus any email filter your workplace uses.
2. Make sure you used the exact email you joined or claimed with. A work address and a personal address are different accounts.
3. Request a new email from the sign-in page. Use the newest one; earlier links stop working.
4. Still nothing after a second try? Contact the team and say which address you used.

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Expected result: this screen means an email was requested. Enter the code from the newest email, or open its link.

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The Link or Code Has Expired or Was Already Used

You see a message that the link is invalid, expired or already used. Links and codes work once and last one hour. Request a new one from the sign-in page and open the newest email. If the link opens in a different browser from the one you want to use, type the code instead.

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Expected result: enter your email again to receive a fresh link and code.

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You Used the Wrong Email

If you joined with one address and are trying to sign in with another, nothing arrives, because the sign-in page only emails addresses that already have an account. Try the other address. If you no longer have access to the address you joined with, contact the team from an address they can verify; for your security, they won’t say whether an address has an account until they’ve confirmed it’s you.

The Join Page Says This Email Already Manages a Profile

You’ve joined before, or claimed a profile with that address. Go to the sign-in page instead of starting again.

There Seem to Be Two Profiles for You

This usually means an unclaimed page built by the team plus one you created. Don’t try to fix it by editing both. Tell the team which profile you want to keep. They’ll merge or remove the other and keep your links working.

Your Claim Is Pending

A real person reviews every claim, so there’s no set turnaround time. The confirmation page repeated the email the claim is tied to; every message about it goes there, so check spam. If you chose the email or code method, that step happens when the team's email arrives. If you need to change the address or withdraw the claim, write to the team.

You Can’t Complete the Confirmation Step

• Business email. No organization address? Reply to the team and choose the social code or another method.
• Social code. The code goes in the public bio of the account you named, for a day. If that account can’t show it, say so and name another.
• Direct confirmation. If the team can’t place you, give an event, a date, or a person you met.

Nothing about your account or claim is shown to anyone else, and the team never confirms to a third party whether an address has an account.