> This is the Markdown of a Backed Help Centre page, https://admin.backed.giving/help/applicant/troubleshooting-signing-in.md. Every page is listed at https://admin.backed.giving/help/llms.txt.

> 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.

## 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

1. Select `Forgotten your password?` and follow the link we email you to reset it.
2. Or select `Email me a sign-in link` and use the link in the email instead of a password.
3. 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

1. Check your junk or spam folder.
2. Try the email address your invitation was sent to.
3. If you joined with your mobile, select `Sign in with your mobile` instead.

## 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

1. Select `Use a different account` if you have another one.
2. 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](registering.md).

## 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.