Sign-in not working? It is usually one of four causes: a typo, an email address that has not been confirmed yet, an expired code, or a short wait time after too many attempts. This page walks you to the solution step by step.
Symptom
You enter your details on the login page but do not get into the platform. Instead, an error message appears or you are taken to the confirmation page.
Error messages and what they mean
The interface shows these messages in German:
| Error message | Likely cause |
|---|---|
| "E-Mail oder Passwort ist falsch." (email or password is wrong) | Typo, a different email address, or an outdated saved password |
| "Bitte bestätigen Sie zuerst Ihre E-Mail-Adresse ..." (please confirm your email address first) | The address has not been confirmed with the code after registration |
| "Zu viele Versuche. Bitte warten Sie etwa X Minuten" (too many attempts, please wait about X minutes) | The protection against password guessing kicked in; the wait time varies |
| "Die Anmeldung über den Anbieter hat nicht geklappt." (signing in via the provider did not work) | The Google or Microsoft sign-in was cancelled or failed |
For security reasons the platform never reveals whether an account exists for an email address. There is deliberately no message like "no account found": a typo in the address looks exactly like a wrong password.
Step 1: Check your credentials
Before resetting your password, quickly check:
- Is Caps Lock active? It only affects the password field.
- Are you using the right email address? Many people use several addresses.
- Is your browser or password manager filling in an outdated password?
Step 2: Confirm your email address
After registration the platform sends a 6-digit confirmation code by email. Without confirmation, signing in is not possible.
- Enter the code on the confirmation page. It is valid for 60 minutes.
- If the code has expired, request a new one directly on the confirmation page. There is no button for this on the login page.
- If no email arrives, check your spam folder first. Further diagnosis: Emails not arriving.
Step 3: Reset your password
The password reset runs entirely in one window, in three steps:
Request a code
Click Passwort vergessen? (forgot password) on the login page and enter your email address. The confirmation always looks the same, whether or not an account exists for the address. This protects against probing for accounts.
Enter the code
You receive a 6-digit code by email. It is valid for 10 minutes, and you have a maximum of 5 attempts to enter it. After that (or after expiry) you simply request a new code.
Set a new password
Choose a new password with at least 12 characters. Special characters are not required; a longer phrase beats a short jumble of symbols. Afterwards you sign in again, and the login page confirms that your password has been changed.
Wait times after failed attempts
There is no permanently locked account state that anyone would need to lift. Instead, a progressive wait time protects against password guessing:
| Consecutive failed attempts | Wait time |
|---|---|
| up to 4 | none |
| 5 to 7 | 1 minute |
| 8 to 11 | 5 minutes |
| 12 or more | 15 minutes |
The counter resets with every successful sign-in. In addition, the platform limits the number of requests per email address and per internet connection; in that case the same "too many attempts" message appears. Either way: wait briefly and try again, or use the password reset right away.
Signing in with Google or Microsoft
If the platform has enabled sign-in via Google or Microsoft, the login page shows the buttons Mit Google anmelden (sign in with Google) and Mit Microsoft anmelden (sign in with Microsoft).
- If the message "Die Anmeldung über den Anbieter hat nicht geklappt." appears, simply try again or sign in with your email address and password or a login code instead.
- If you do not see such buttons, provider sign-in is not enabled on the platform. There is no per-workspace setting and no restriction to specific email domains.
Two-factor authentication
If your account has a second factor set up, we ask for the six-digit code from your authenticator app after your password or provider sign-in.
- The code is not accepted: It changes every 30 seconds. If it rolls over while you are typing, simply use the new one. If it still fails, your phone's clock is usually off. Turn on automatic time in the system settings and the codes will match again.
- No access to the device: At the prompt choose Kein Zugriff? (no access) and then Wiederherstellungscode nutzen (use recovery code). Capitalisation and the hyphen do not matter.
- Out of recovery codes too: Then only support can help. We review these requests personally, because a reset removes the whole protection.
The full walkthrough lives in Secure your sign-in.
Known causes
| Cause | Symptom | Solution |
|---|---|---|
| Typo or outdated saved password | "E-Mail oder Passwort ist falsch." | Check credentials (step 1) or reset the password (step 3) |
| Email address never confirmed | Prompt to confirm your email address first | Enter the code on the confirmation page or request a new one there (step 2) |
| Too many failed attempts | "Zu viele Versuche. Bitte warten Sie etwa X Minuten" | Wait 1 to 15 minutes, then try again |
| Expired code | The code is not accepted | Request a new code (reset code valid 10 minutes, confirmation code 60 minutes) |
| Phone clock out of sync | The authenticator code is never accepted | Turn on automatic time on the phone |
| Authenticator app lost | No second factor at hand | Use a recovery code, otherwise contact support |
| Provider sign-in failed | "Die Anmeldung über den Anbieter hat nicht geklappt." | Try again or sign in with your email address |
| Code email does not arrive | No email in the inbox | Check the spam folder, see Emails not arriving |
Contact support
If none of the steps helps, contact support. For fast handling we need:
- The exact error message (wording or screenshot)
- Your email address and your workspace's subdomain
- Browser and operating system (for example "Chrome 124, macOS 14")
- The time of the error (date and time)