Account and sign-in issues
Last reviewed: 2026-07-10
Scope: Sign-in, password, email verification, session, single sign-on (SSO), and access-permission errors, with customer-safe fix steps.
Use this guide when you cannot sign in, cannot verify your account, or cannot open a page in JomeInvoice. Match the message you see, then follow the fix steps.
Signing in
Invalid email or password
Error message: Invalid email or password
Where you will encounter it: The sign-in screen.
What it means: The email and password do not match an active account.
Steps to fix:
- Check the email address for typos and confirm you are using the account you signed up with.
- Re-enter the password carefully.
- If you are unsure, select Forgot your password and reset it.
Too many login attempts
Error message: Too many login attempts. Please try again in N seconds
Where you will encounter it: The sign-in screen, after several failed attempts.
What it means: Sign-in is paused for a short time to protect your account.
Steps to fix:
- Wait for the time shown in the message.
- Try again with the correct password.
- Reset your password if you are not sure it is correct.
Your account is not active
Error message: User is suspended or a message that the account cannot be found.
Where you will encounter it: The sign-in screen.
What it means: The account is disabled, or it does not exist.
Steps to fix:
- Confirm you are using the correct workspace email.
- Ask your workspace administrator whether the account is active.
- Contact JomeInvoice support if you still cannot sign in.
Passwords
Password does not meet the requirements
Error message: Messages such as Must be at least 10 characters, Must contain at least one number, or Must contain at least one symbol.
Where you will encounter it: Sign-up, or the password reset screen.
What it means: The new password does not meet the security rules.
Steps to fix:
- Use a password with at least 10 characters.
- Include upper and lower case letters, at least one number, and at least one symbol.
- Make sure both password fields match.
You cannot reuse an old password
Error message: You cannot use a password that has been used before
Where you will encounter it: The password reset or change screen.
What it means: The new password matches one you used before.
Steps to fix:
- Choose a password you have not used on this account.
- Confirm both fields match, then save.
Current password does not match
Error message: Current password does not match or Incorrect password
Where you will encounter it: The change password screen.
What it means: The current password you entered is wrong.
Steps to fix:
- Re-enter your existing password.
- If you cannot recall it, sign out and use Forgot your password.
Email verification
Verification code is wrong or expired
Error message: Invalid verification code. Please try again or Verify code must be 6 characters long
Where you will encounter it: The email verification screen during sign-up.
What it means: The 6-digit code is incorrect, incomplete, or has expired.
Steps to fix:
- Open the most recent verification email.
- Enter the full 6-digit code promptly.
- Request a new code if the previous one expired.
The email is already registered
Error message: User already exists
Where you will encounter it: Sign-up.
What it means: An account already uses this email.
Steps to fix:
- Sign in with that email instead.
- Use Forgot your password if you cannot recall the password.
Sessions
Your session expired
Error message: Messages such as Refresh token expired or Invalid or expired reset token
Where you will encounter it: Anywhere in the app after a period of inactivity, or when opening an old reset link.
What it means: Your sign-in session ended, or a reset link is no longer valid.
Steps to fix:
- Sign in again to continue.
- For a reset link, request a new password reset email.
Single sign-on (SSO)
Single sign-on is not set up for your company
Error message: This organization hasn't activated any Single Sign-On providers
Where you will encounter it: The company sign-in screen.
What it means: Your organisation has not enabled SSO.
Steps to fix:
- Sign in with your email and password instead.
- Ask your workspace administrator to set up SSO if your company wants it. See Set up Enterprise SSO.
Single sign-on could not complete
Error message: Messages such as SSO Login Unreachable, SSO authorization code missing, or Authentication verification failed
Where you will encounter it: While returning from your identity provider.
What it means: The SSO sign-in did not finish.
Steps to fix:
- Start the sign-in again.
- Use Back to standard login if the option appears.
- Contact your workspace administrator if it keeps failing.
Your email domain is not authorised
Error message: Your email domain (...) is not authorized for this company
Where you will encounter it: During SSO sign-in.
What it means: Your email domain is not on the company's allowed list.
Steps to fix:
- Use an email on your company domain.
- Ask your workspace administrator to authorise your domain.
Access and permissions
You cannot open a page or action
Error message: You are not authorized to access this page, Unauthorized, or Permission denied
Where you will encounter it: When opening a restricted page or trying a restricted action.
What it means: Your role does not include access to that page or action.
Steps to fix:
- Ask your workspace Owner or administrator to grant your role the access you need.
- Confirm you are in the correct workspace.
This record is in another workspace
Error message: A message that the invoice or record belongs to a different workspace.
Where you will encounter it: When opening a shared link to a record.
What it means: The record belongs to a workspace you are not currently viewing.
Steps to fix:
- Switch to the correct workspace.
- Open the record again.
If your problem is not listed
- Note the exact message.
- Confirm you are on the correct workspace and using the right email.
- Contact JomeInvoice support with the message and the email you are signing in with.