Troubleshooting: login and session

Can't get into your account, or getting logged out unexpectedly? Most login problems come down to a small handful of things: a wrong password, an expired session, an old reset link, or your two-factor code. Work through the steps below in order — they cover password login, email link, forgotten password, two-factor, and biometric login on mobile.

1Check your login on Sign in

Arcili is invite-only, so your account must be created by a colleague or by Arcili before you can sign in. Open the login page and use the Password tab:

[email protected]

••••••••

If you see "Login failed. Check your email and password.", go through:

• Email — typed correctly with no extra spaces. Use the email your invitation was sent to.
• Password — turn off Caps Lock and check your keyboard language. The field hides the characters.
• No access yet? Click Contact us at the bottom — Arcili is invite-only and your account needs to be activated first.

2Sign in without a password using an email link

To skip the password entirely, switch to the Email link tab. Enter your email and click Send login link. You'll see "Check your inbox", and we'll send a one-time login link to that address.

• Open the link on the same device you started on, so the session lands correctly.
• The link is temporary — if it doesn't work, click Send again for a new one.
• If you see "Couldn't send link — check your email", the address is probably not an active Arcili account.

3Reset a forgotten password

Click Forgot password? on the login page. On Reset password, enter your email and click Send reset link. You'll see "Check your inbox" confirming the link was sent.

Open the link from the email — it takes you to New password, where you choose a new password (at least 6 characters) and repeat it in Confirm password. Click Save new password.

Once the password is saved, you're signed out of all devices for security, and you'll see "Password updated — sign in with your new password". Then sign in again with the new password.

4Enter your two-factor code

If you have two-factor authentication enabled, Arcili asks for a code before the password change can go through. You'll see the hint "Your account is protected with two-factor authentication. Enter the code from your authenticator app to continue."

• Enter the 6-digit code from your authenticator app while it's still valid.
• If the code is wrong, you'll see "Enter the 6-digit code from your authenticator app" — wait for a fresh code and try again.
• Then click Save new password.

5Keep your session — and "Remember me"

Once you're signed in, Arcili keeps you logged in across reloads and refreshes your session automatically in the background. How the session is stored is controlled by Remember me on the login page:

• Remember me on — the session is kept even after you close the browser or app and come back later.
• Remember me off — the session applies only to the current tab and is cleared when you close it. Handy on a shared or public computer.

6Still locked out? Clear and try again

If none of the above helps, it's almost always old, accumulated login data stored locally in the browser:

1. Sign out fully if you can get in for a moment.
2. Clear cache and cookies for Arcili (or the whole browser).
3. Reload the login page and sign in again.

In the mobile app, you can instead close the app fully and reopen it so it fetches a fresh session.

Biometric login on mobile

In the mobile app you can sign in with Face ID or fingerprint if you've enabled it. The "Sign in with Face ID" (or Touch ID) button only appears when the feature is enabled on the device.

• If you see "… is locked due to too many attempts — unlock your device with your passcode", unlock the phone with your device passcode and try again.
• If biometrics won't work at all, sign in with your password instead — the Password tab always works as a fallback.

Next steps

• Sign in for the first time
• Reset a forgotten password
• Set up two-factor authentication (2FA)
• Biometric login on mobile