# Can't sign in? Fix it step by step

If you cannot sign in, first check that you typed your full email address and that Caps Lock is off. If you forgot the password, click **Forgot your password?** on the login page. If the page shows a message such as password expired or not allowed to login, follow it or send the exact message to your administrator.

## How to can't sign in? Fix it step by step

1. Check you are on your organisation's webmail address and typed your full email address.
2. Make sure Caps Lock is off, then click the eye icon to see the password you typed.
3. If you forgot your password, click **Forgot your password?** and reset it.
4. If your password has expired, set a new one on the screen that opens.
5. For any other message, contact your administrator with the exact words shown.

## When to use it

> Ravi returns from leave and his password is refused. Caps Lock is off, so he clicks Forgot your password?, gets a reset link at his alternate email and is back in within five minutes.

## Common problems and fixes

| What you see | What to do |
|---|---|
| Wrong password | Check Caps Lock and your keyboard language, then retype. Still wrong? Reset it. |
| You forgot the password | Click **Forgot your password?** on the login page. |
| No **Forgot your password?** link | Self-service reset is off for your domain. Ask your administrator to reset it. |
| "Your password is expired" | Set a new password on the screen that opens. |
| "Caps Lock is on" | Press Caps Lock once and type again. |
| "Already logged in from" an address | Continue to end the other session. |
| "not allowed to login" or "Disallowed country" | A sign-in restriction applies. Sign in from an allowed place or ask your administrator. |
| Account expired or deactivated | Only your administrator can fix this. |
| Asked for a code | Two-step login is on. Enter the code from your alternate email or the XgenPlus app. |

## Good to know

- Add an alternate email in **Settings › Security › Security** now, so you can reset a forgotten password yourself later.
- Your administrator can always reset your password for you.

## Common questions

**I reset my password but still cannot sign in. Why?**

A sign-in restriction, such as an allowed country or office network, still applies. Resetting the password does not lift it. Read the message on the login page.

**It says I am already logged in somewhere else. What do I do?**

Your account allows only one session at a time. Continue on the login page to end the other session.

**My password works on the web but not in Outlook. Why?**

Mail apps need an app password and IMAP or POP turned on in your settings.


Source: https://docs.xgenplus.com/security/cant-sign-in/