Troubleshooting signing in
What to do when you can't sign in, can't reach the organisation's portal, or are held on the registration page.
Last updated
My password isn't accepted
What you see
That email address and password do not match.
Why
The password is wrong, or your account uses a different email address.
What to do
- Select
Forgotten your password?and follow the link we email you to reset it. - Or select
Email me a sign-in linkand use the link in the email instead of a password. - Use the email address your invitation was sent to.
The sign-in email doesn't arrive
What you see
If that email address has an account, a sign-in link is on its way. Check your inbox., but no
email arrives.
Why
The address has no Backed account, or the email was filtered.
What to do
- Check your junk or spam folder.
- Try the email address your invitation was sent to.
- If you joined with your mobile, select
Sign in with your mobileinstead.
I'm signed in but can't use the organisation
What you see
You don't have access to and the organisation's name.
Why
Your account is signed in, but it isn't set up to use any part of that organisation, or you are signed in with a different account.
What to do
- Select
Use a different accountif you have another one. - Otherwise, contact the organisation at the address on the page and ask to be invited.
I'm stuck on the registration page
What you see
Your registration is being reviewed, Complete your registration or Changes requested
instead of your Dashboard.
Why
You can apply only once the organisation has approved your registration.
What to do
Finish and submit the registration, make any changes asked for, or wait for the organisation's decision. See Registering.
The page says the organisation uses single sign-on
What you see
This organisation uses single sign-on, saying that this way in is turned off.
Why
The organisation requires everyone to sign in through its own sign-in service.
What to do
Select Sign in with single sign-on and enter the organisation's web address. If that fails,
contact the organisation's support contact.
I'm asked for a code from my mobile
What you see
Set up two-step verification, or Two-step verification.
Why
The organisation asks its members to enter a code sent to their mobile when they open it.
What to do
Verify your mobile number, then enter the code we send it. While the grace period lasts you can
select Not now. If you've lost your phone, contact the organisation for help.
The page says the service is down for planned maintenance
What you see
This service is down for planned maintenance, or Changes are paused for planned maintenance,
with the time it should be back in your own time zone.
Why
The service is being updated. While it is down nothing can be opened; while changes are paused you can still read everything. Anything you had already saved is safe.
What to do
Wait until the time shown, then select Try again. Check the service status shows the latest.
If changes are paused, the notice sits at the top of the page and the page keeps what you typed:
save again once the time has passed.
The page says something went wrong and shows a reference
What you see
Something went wrong, with Reference and a code under it.
Why
Something failed on our side. The reference names exactly that failure.
What to do
Select Try again. If it keeps happening, select Copy reference and send the reference to the
organisation's support contact with what you were doing.
This page uses Backed's default terms, such as Funding Round and Application Template. An organisation may rename them, so read each as your organisation's own term if you've renamed it.
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