Most sign-in problems are fixed in a minute. Find the message you see in the table below and follow the fix next to it. The quickest thing to try first: type your email address in the Username field.
Try these first
- Type your email address in the Username field, not a username.
- Check for spaces before or after your email, and make sure Caps Lock is off.
- Still not in? Tap Forgot Password and set a new password from the email we send you.
▶ Watch how to reset your password (2 minutes)
Find the message you see
| What you see | What to do | Who fixes it |
|---|---|---|
| "Invalid username or password" | Use your email address as your username. Then reset your password if you need to. It says my username or password is wrong | You |
| The reset link doesn't work, or says it expired | Ask for a new link with Forgot Password and use it right away. Only the newest link works. See The password reset link doesn't work. | You |
| It asks you to change your password | Your password expired. Pick a new one. Don't reuse an old password. | You |
| "No account" with your email | You may have signed up with a different email, or not finished signing up. Try your other email addresses. If that fails, ask your agency to check. See It says there's no account with my email. | You, then your agency |
| Your account is locked | Reset your password with Forgot Password. If it still says locked, your agency can unlock it. See My account is locked, disabled or not active. | You, then your agency |
| Your account is disabled or not active | Only your agency can turn your account back on. Contact them. See My account is locked, disabled or not active. | Your agency |
| You see the wrong agency's jobs | You're signed in to your other agency. Sign out, then sign in with the password for the agency you want. See I signed in to the wrong agency. | You |
| The app closes or shows an error | Update the app from the App Store or Google Play. Still stuck? Delete the app, install it again, and sign in without Wi-Fi. | You |
| It says other users are signed in to your account | You probably didn't sign out last time. Tap Continue to end the old session. If you didn't expect this, change your password. | You |
Only your agency can
- Turn a disabled or inactive account back on.
- Unlock an account that stays locked.
- Change the email address or phone number on your account.
- Finish setting up your account if you never got the sign-up email.
Call or email your agency, using the phone number or email they gave you.
Other ways people ask this
- I can't log in to my account.
- The password reset link doesn't work.
- It says my username or password is wrong.
- It says I don't have an account, but I do.
- My account is locked.
- My account is disabled.
- I changed my password and it still won't let me in.
- My Face ID stopped working.
- The app logged me out and I can't get back in.
Related guides
If your agency gives you its own branded app, it is powered by NextCrew and works the same way.
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