Login problems: password reset, lost authenticator, locked account

Forgotten password

1. Go to the sign-in page.
2. Click Forgot your password?
3. Enter the email address of your account and click Send reset link.
4. Open the email from clariBI (sent from noreply@claribi.com) and click the link. It works for 1 hour and only once.
5. Choose a new password: at least 8 characters; the form rejects weak and very common passwords.
6. Sign in with the new password.

No email? Check spam and quarantine folders, wait a few minutes, and make sure you used the address you signed up with.

You signed up with Google or Facebook? You may not have a clariBI password at all. Use the Sign in with Google or Facebook button, or set a password with the reset flow above.

Lost access to your authenticator app

Use a backup code

1. Sign in with your email and password.
2. On the Two-Factor Authentication screen, click Use backup code instead.
3. Enter one of your backup codes and confirm. Each code works once.

Once you are in, open Settings > Security, add your new phone as an authenticator device, disable the old one, and generate new backup codes. See two-factor authentication.

No backup codes

Organization owners and administrators cannot remove two-factor authentication from another member's account in the app. Email support@claribi.com from the address of your account with your name and organization name, and describe what happened. Expect to be asked to confirm that the account is yours before two-factor authentication is removed.

Locked account

What you see: "Account is temporarily locked due to multiple failed login attempts."

• After 5 failed sign-ins in a row, the account is locked for 30 minutes.
• Separately, many failed attempts from the same network within 15 minutes are blocked for a while, whichever account they target.

To get back in straight away, reset your password (steps above). A successful reset also removes the lock.

To avoid lockouts, use a password manager, check Caps Lock, and make sure you sign in with the right email if you have more than one account. If you suspect someone else is trying your account, the activity log (which lists failed sign-ins) and login notifications help; see session settings.

"User account is disabled."

The account was deactivated, for example because the person left the organization or deleted their account. Ask your organization's owner. If you think it is a mistake, email support@claribi.com.

"Invalid email or password."

The combination is wrong, or no account exists for that email. Check for typos and extra spaces, and try the password reset. If you registered with Google or Facebook, use that button instead.

Google or Facebook sign-in does not work

1. Allow pop-ups for claribi.com; the sign-in opens in a pop-up window.
2. Pause ad blockers and privacy extensions for the sign-in.
3. Make sure you choose the Google or Facebook account with the same email as your clariBI account.
4. Clear cookies for claribi.com and try again.

The Google and Facebook sign-in page in the documentation describes how these sign-ins work.

Single sign-on with SAML (Okta, Azure AD and similar) is not available yet, so there is no "company SSO" sign-in to use.

After the trial

When a trial ends, the organization moves to the Free plan. You can still sign in; AI features stop until you choose a plan in Settings > Billing. See what happens when your trial ends.

Quick reference

Related articles

• Two-factor authentication
• Session settings
• Organization roles