Troubleshooting Login and Account Issues

Having trouble accessing your Loomstack account? Here are solutions to common login problems.

Forgot Your Password

1. Go to the Loomstack login page
2. Click Forgot Password?
3. Enter your email address
4. Check your email for password reset link
5. Click the link and set a new password
6. Sign in with your new password

Note: Password reset links expire after 24 hours. Request a new link if yours has expired.

Not Receiving Reset Email

1. Check your spam/junk folder
2. Confirm you’re using the correct email address
3. Try requesting the reset again
4. If still not received, contact support

Two-Factor Authentication Issues

Locked Out with 2FA Enabled

If you can’t access your 2FA codes:

1. Click Can’t access your authenticator? on the 2FA prompt
2. Verify your identity with backup codes
3. Choose an authentication method:
   • Use backup codes you saved during 2FA setup
   • Text message option (if available)

Lost Backup Codes

If you’ve lost your backup codes:

1. Sign in if you can access your authenticator
2. Go to Settings > Security
3. Click Disable 2FA
4. Verify your identity
5. Re-enable 2FA and save new backup codes

Backup codes expired or invalid

Backup codes don’t expire. If they’re not working:

1. Ensure you’re copying the code exactly
2. Check that it hasn’t been used before (each code is single-use)
3. Request a new set of codes in security settings

Account Suspended

If your account has been suspended:

1. Check your email for a suspension notice

2. Common reasons:

   • Payment failure (update payment method)
   • Policy violation (contact support to appeal)
   • Inactivity (reactivate in account settings)

3. To reactivate:

   • Update payment method if needed
   • Contact support@loomstack.com with explanation
   • Wait for review (usually 24 hours)

Browser Cache Issues

If you keep getting logged out:

1. Clear your browser’s cookies and cache:

   • Chrome: Settings > Privacy > Clear browsing data
   • Firefox: Preferences > Privacy > Clear data
   • Safari: Develop > Empty web storage

2. Close all browser tabs with Loomstack open

3. Sign in again

Still Having Issues?

Contact our support team:

• Email: support@loomstack.com
• Live chat: Available in dashboard
• Status page: status.loomstack.com

Provide:

• Your account email
• Error message or screenshot
• Browser and device information