Login Problems: Password Reset, MFA Recovery, Locked Accounts

Overview

There are three common reasons you might not be able to log into clariBI: a forgotten password, lost access to your MFA authenticator app, or a locked account from too many failed attempts. This guide addresses each scenario with clear steps to get you back in.

Problem 1: Forgotten Password

How to Reset Your Password

1. Go to the clariBI login page.
2. Click Forgot Password? below the password field.
3. Enter the email address associated with your clariBI account.
4. Click Send Reset Link.
5. Check your email for a message from clariBI (subject: "Reset your clariBI password").
6. Click the reset link in the email. It is valid for 1 hour.
7. Enter your new password. It must be:
8. At least 8 characters long
9. A mix of uppercase, lowercase, numbers, and special characters
10. Different from your last 5 passwords
11. Click Reset Password.
12. You are redirected to the login page. Log in with your new password.

Did Not Receive the Email?

• Check your spam/junk folder. The email comes from noreply@claribi.com.
• Wait a few minutes. Email delivery can take up to 5 minutes.
• Try again. Click "Forgot Password?" again and request another reset link. The previous link is invalidated.
• Check the email address. Make sure you are using the same email you signed up with. If your company uses SSO, you may need to log in through your company's identity provider instead.

Problem 2: Lost MFA Access

If MFA is enabled on your account and you cannot access your authenticator app (lost phone, deleted app, etc.), you have two options.

Option A: Use a Backup Code

When you set up MFA, clariBI provided 10 backup codes. If you saved them:

1. On the MFA verification screen, click Use a backup code.
2. Enter one of your saved backup codes.
3. Click Verify.
4. You are logged in. The used backup code is permanently invalidated.

After logging in, go to Settings > Security > MFA and either: - Set up MFA again with a new authenticator app - Regenerate backup codes if you are running low

Option B: Ask an Admin to Reset MFA

If you do not have backup codes:

1. Contact your organization's Owner or Administrator.
2. They can reset your MFA from Settings > Team > [Your Name] > Reset MFA.
3. After the reset, MFA is disabled on your account. You can log in with just your password.
4. If your organization requires MFA, you will be prompted to set it up again after login.

Cannot Reach an Admin?

If you cannot reach any administrator in your organization:

1. Email support@claribi.com from the email address on your clariBI account.
2. Include your full name, organization name, and the email on your account.
3. Our support team will verify your identity and assist with MFA recovery. This process takes 1-2 business days for security reasons.

See MFA Setup: TOTP Authenticator App and Backup Codes for full MFA documentation.

Problem 3: Locked Account

Why Accounts Get Locked

clariBI locks an account after 5 consecutive failed login attempts within 15 minutes. This protects against brute-force password guessing.

How Long Is the Lockout?

The lockout lasts 30 minutes. After 30 minutes, you can try logging in again.

Regaining Access Immediately

If you cannot wait 30 minutes:

Option A: Reset your password. The password reset flow bypasses the lockout. Follow the forgotten password steps above. After resetting your password, you can log in immediately.

Option B: Ask an admin. Organization Owners and Administrators can restore access to your account from Settings > Team > [Your Name] > Restore Account Access.

Preventing Lockouts

• Use a password manager. Tools like 1Password, Bitwarden, or LastPass prevent typos and forgotten passwords.
• Check Caps Lock. Many lockouts happen because Caps Lock is on.
• Verify the correct account. If you have multiple clariBI accounts (e.g., personal and work), make sure you are using the right email and password combination.

Problem 4: "Account Deactivated" Message

If you see "Your account has been deactivated," it means an administrator has removed your access to the organization.

This can happen when: - You left the company and your account was disabled - An admin accidentally removed you - Your trial period ended

What to do: 1. Contact your organization's Owner or Administrator to ask about reactivation. 2. If your trial expired, go to the login page and you will see an option to choose a paid plan. 3. If you believe the deactivation was a mistake, email support@claribi.com.

Problem 5: SSO Login Not Working

If your organization uses SSO (Enterprise plan):

1. Make sure you are clicking Log in with SSO instead of entering a password.
2. Verify you are using the correct company email domain.
3. Check with your IT department that the SSO integration is active.
4. Clear your browser cookies and try again -- stale SSO cookies can cause redirect loops.

Quick Reference

Related Articles

• MFA Setup: TOTP Authenticator App and Backup Codes
• Session Settings: Timeouts, Notifications, Login History
• RBAC: Owner, Administrator, Analyst, Member, Viewer