# You cannot sign in

> Most Spiich sign-in failures come from a personal email domain at signup, an unaccepted invitation, an expired two-factor code, or a workspace with no active subscription. Here is how to tell which.

- Source: https://spiich.ai/help/troubleshooting/login-problems
- Section: Troubleshooting
- Who can do this: Everyone
- Time: 3 minutes
- Last updated: 2026-08-24

There are three ways into Spiich: a work email and password, `Continue with Google`, or an invitation link. Each one fails differently, and the message on screen tells you which. Find the message you are seeing, then work down that section.

## Match the message

| What you see | What is happening | What to do |
| --- | --- | --- |
| "Please use your company email address. Personal email addresses (Gmail, Hotmail, etc.) are not allowed." | Spiich blocks known personal email domains when a new workspace is created. | Sign up with your work address. If your company genuinely runs on one of those domains, ask Spiich to set the workspace up for you. |
| "User already exists in another workspace. Please contact your administrator to invite you." | That address already belongs to a different Spiich workspace, so it cannot create a second one. | Ask an admin of the workspace you belong in to invite you from [`Settings > User Management`](https://app.spiich.ai/settings/user-management), then accept the emailed invitation. |
| "Invalid Invitation. This invitation link is invalid or has expired." | The link is missing its token, has already been used, or an admin revoked the invitation. | Ask an admin to open `Settings > User Management`, find your `Pending invite` row and click `Resend invitation`. |
| "Use the Google account that matches the invited email address." | The Google account signed in to the browser is not the address the invitation went to. | Sign out of Google or open a separate browser profile, then click `Continue with Google` again. You can also set a password on the same screen instead. |
| "We could not log you in. Please wait a moment and try again." | The login request failed in passing. | Wait a few seconds and click `Try again`. If it repeats, reset your password. |

Nobody self-serves into an existing workspace. Signing up always creates a new one, so a teammate who needs access has to be invited. See [Invite your team](/help/getting-started/invite-your-team).

## Password rules and resets

A Spiich password is 10 to 128 characters and needs at least one uppercase and one lowercase letter. The same rule applies at signup, on the invitation page, and when you change it later.

- Forgot it: on the login screen click `Forgot password?`, enter your email, and follow the link in the "Reset your password" email.
- Change it: [`Settings > User Settings > Password`](https://app.spiich.ai/settings/user). There is no current-password field. You type the new one twice and click `Update Password`.
- "Passwords do not match" only means the two boxes differ. Retype both.

## The two-factor code

When two-factor authentication is on, Spiich emails you a six-digit code after your password and holds the session until you enter it.

- Codes expire after 10 minutes.
- Only the newest code works. If you asked for a replacement, the code in the older email is dead.
- `Send a new code` has a 30-second cooldown. The button reads `Send a new code in 30s` until it is ready.
- If no code arrives, check your spam folder, confirm you are watching the mailbox that matches your Spiich address, wait out the cooldown, then click `Send a new code`.
- To abandon the attempt entirely, click `Back to log in`.

Signing in with Google is never asked for a code. The code would be delivered to the same mailbox Google has already verified, so it would add a step without adding a factor.

> **Note:** If an admin has turned on "Require for all members" at `Settings > User Management > Two-factor authentication`, your personal switch stays on and locked. Only an admin can relax the policy. Read more in [Two-factor authentication](/help/workspace/two-factor-authentication).

## You are signed in but every page bounces you elsewhere

| Where you keep landing | Why | What to do |
| --- | --- | --- |
| `/onboarding` | First-run setup has not finished. Spiich blocks the rest of the app until the wizard completes. | Work through the wizard and let the closing animation play out. The account is only marked as onboarded once that screen finishes. See [First-run setup](/help/getting-started/first-run-setup). |
| The payment screen or [`Settings > Billing`](https://app.spiich.ai/settings/billing) | The workspace has no active subscription: either the payment step was never completed, or the trial ended. | Finish the payment step, or ask the admin who created the workspace to sort billing. Only signup and billing pages are reachable until it is resolved. |
| Chat, with no wizard at all | Onboarding is desktop only and is skipped automatically when the browser window is narrower than 768 pixels. | Open Spiich on a laptop or widen the window, then reload. |

## Still stuck

Email hello@spiich.ai with the exact message on screen, the address you are trying to sign in with, and whether you are using a password, Google, or an invitation link. Those three details are usually enough to resolve it in one reply. You can also reach us through the [contact form](/contact).

## Frequently asked questions

### Is there a "Sign in with Microsoft" button?

No. Spiich signs you in with an email and password or with Google. Microsoft 365 is connected afterwards, from `Settings > Integrations`, from onboarding, or from My Day. Connecting Microsoft does not change how you log in.

### Can I sign up to join a workspace my colleagues already use?

No. Signing up always creates a new workspace, and Spiich refuses if your address already belongs to one. An admin has to invite you from `Settings > User Management`. You then set a password on the invitation page or continue with the matching Google account.

### Can I delete my own Spiich account?

Not from the app. There is no self-serve account or workspace deletion. Ask a workspace admin to suspend you in `Settings > User Management`, which removes your access and signs out any devices you had paired. For anything beyond that, email hello@spiich.ai.

### Why is my colleague never asked for a two-factor code?

They sign in with Google. The workspace policy and the personal switch both apply to password logins only, because an emailed code would land in the mailbox Google has already verified.

## Related

- [Create your workspace](https://spiich.ai/help/getting-started/create-your-spiich-workspace)
- [The first-run setup wizard](https://spiich.ai/help/getting-started/first-run-setup)
- [Invite your team](https://spiich.ai/help/getting-started/invite-your-team)
- [Two-factor authentication](https://spiich.ai/help/workspace/two-factor-authentication)
- [Talk to Spiich](https://spiich.ai/contact)