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I can't log in or my passkey won't work

Most sign-in failures are caused by a wrong password, a passkey registered on a different device, or an MFA code that has expired — each has a quick fix.

You're trying to sign in and it's not working. The fix depends on which step is failing.

Password is rejected

Symptom: The page shows "Invalid email or password. Please try again."

Causes and fixes:

  1. Check for a typo in your email or password. Use the show/hide button next to the password field to reveal what you've typed.
  2. Check you're using the correct portal. Admin staff sign in at the admin portal; members and guardians sign in at the member portal via Sign in as a member.
  3. If you've forgotten your password, select Forgot password? to request a reset link. See Reset your password.

Passkey prompt does not appear or fails

Symptom: Selecting Sign in with passkey shows an error or the device prompt never appears.

Causes and fixes:

  1. Passkeys are stored on a specific device or in a passkey manager (iCloud Keychain, Google Password Manager, or a hardware security key). If you're on a different device than the one where you registered the passkey, the prompt will not work on that device. Use email and password instead, then add a passkey to the new device under Settings → Profile → Security.
  2. Your browser must support WebAuthn. Supported browsers include recent versions of Chrome, Safari, Firefox, and Edge. Update your browser if it's out of date.
  3. Selecting the passkey button before a passkey is registered shows: "No passkeys registered yet. Log in with email to set up a passkey in your account settings." — log in with email and then add a passkey.
  4. On mobile, make sure your screen lock (PIN, biometric) is enabled. Passkeys require a device unlock method.

MFA code is rejected

Symptom: You enter your 6-digit authenticator code and it's not accepted.

Causes and fixes:

  1. TOTP codes change every 30 seconds. Make sure you're entering the code that is currently showing in your app, not one that just expired.
  2. Check your device's clock is accurate — a clock that is more than 30 seconds out of sync will produce invalid codes. Enable automatic time synchronisation in your device settings.
  3. If you've lost access to your authenticator device entirely, see I lost access to my MFA authenticator or I want to revoke a session.

Account is locked or shows an unexpected error

If none of the above applies, or you receive an error that isn't a password or MFA message:

  • Wait a few minutes and try again — the platform rate-limits repeated failed sign-in attempts to protect accounts.
  • Clear your browser cookies and cache for the portal domain and try again.
  • If you're a staff or owner account and you're stuck on an MFA enrolment screen, see the article on managing your security settings.
  • For persistent issues, contact your gym or Base Control support.