I can't log in (password reset and lockouts)

If you can't sign in to CVViZ, this article walks through the most common causes and how to recover. The login page is at the login page.

Quick checklist

• Use your work email (the one your account was created with), not a personal address.
• Caps Lock off — the password field shows a hint "Caps Lock is on. Check your password before continuing." when it's on.
• Make sure cookies are enabled for app.cvviz.com.
• Try an incognito / private window to rule out a stale session or extension.

Step 1 — Try password reset

If your password might be wrong, reset it instead of guessing — failed attempts can trip our rate limiting.

1. Go to the login page and click Forgot password? below the password field.
2. You'll land on the password reset page. Enter your registered work email and click Send reset link.
3. If the email is on file, you'll see the success page. Check your inbox (and spam) for the email; it links to the reset form.
4. If you see "Email ID is not registered with CVViZ", the address you entered isn't on any CVViZ account. Try another address or ask your admin which email was used to invite you.

Reset instructions are sent only to your registered work email. They cannot be forwarded to a different address by support.

Step 2 — Wrong email is the most common issue

If your team set up CVViZ with a generic alias (e.g. hiring@) and you were invited as a separate user, you must sign in with your own work email, not the team alias. Check the original invite email — that's the address you should use.

Some accounts use SSO instead of password login. If your company uses SSO:

1. Click Continue with SSO on the login page (below the Sign-in button).
2. You'll be redirected to your identity provider, then back to CVViZ once authentication succeeds.

If "Continue with SSO" produces an error, your IdP may not yet be configured — contact your CVViZ admin or the in-product help widget (bottom-right of any CVViZ page).

Step 3 — Account states that block sign-in

Sometimes the credentials are right but the account itself is unavailable:

• Deactivated user — an admin removed your access. Have an admin re-invite you from Settings → Users & Roles.
• Suspended account — the whole CVViZ workspace is paused (typically billing-related). The admin needs to resolve it; see Failed payment troubleshooting.
• Pending activation — if you just signed up, you may need to click the activation link in your email first. The page redirects to /user/signup-result in this state.

Step 4 — Browser-level issues

If login appears to succeed but you keep getting bounced back to the login page, it's almost always cookies or a stale session:

1. Open your browser's site settings for app.cvviz.com and clear cookies + site data for that domain.
2. Disable browser extensions (especially privacy/anti-tracker ones) for one tab — they sometimes block the auth cookie.
3. Hard-refresh the login page: Ctrl/Cmd+Shift+R.
4. Try a different browser to rule out profile-level corruption.

See Browser, cookies, and cache issues for the full reset procedure.

Step 5 — Lockout after too many wrong attempts

After repeated failed sign-in attempts, the login form may temporarily reject further attempts. Wait 5–10 minutes, then try again — preferably with the password reset flow rather than another guess.

If you suspect someone else is trying to access your account, reset your password immediately and open the help widget (bottom-right) and Send us a message from the registered work email so we can review activity logs.

Step 6 — Still stuck?

open the help widget (bottom-right) and Send us a message from the work email you'd normally log in with, including:

• The exact error message you see (screenshot helps).
• Whether you've tried the password reset and what happened.
• Browser name + version, OS.
• Approximate time of the failed attempt (so we can correlate to logs).

Sending from the registered email speeds up identity verification.