---
title: Can't log in? Basic Troubleshooting Tips
description: Here are some tips to help you log into the site.
---

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1. [Knowledge Base](https://help.cometrics.com/knowledge-base?hsLang=en)
2. [My Account](https://help.cometrics.com/knowledge-base/my-account?hsLang=en)
3. [Logging In](https://help.cometrics.com/knowledge-base/my-account?hsLang=en#logging-in)

# Can't log in? Basic Troubleshooting Tips

## Here are some tips to help you log into the site.

## Why can't I log in to Cometrics?

Login issues are most commonly caused by an unsupported browser, an unrecognized phone number format, a missing or misdirected authentication code, or an account that has been locked due to inactivity since before November 2023. Work through the steps below to resolve the most common causes.

## How do I troubleshoot login problems?

### Which browser should I use?

Use Google Chrome or another [Chromium-based browser](https://en.wikipedia.org/wiki/Chromium_(web_browser)) such as Microsoft Edge for the best compatibility with the login page.

### What phone number format should I use for a new account?

New account: Use "+1" when entering your phone number to receive authentication codes.

### Why am I not receiving my authentication code?

Verify whether you selected SMS or an authentication app as your delivery method. If the delivery method is incorrect, restart the login flow and select the correct option.

### What should I do if I have logged in since November 2023 but forgot my password?

If you have logged in since November 2023, use the **Forgot Password** option on the login page to reset your password.

### What should I do if I haven't logged in since before November 2023?

If you haven't logged in since before November 2023, your account may be locked. [Send us a note](https://share.hsforms.com/1_jrXix7jTKKHTsuQBCEHmw3thd1) and our team will help you regain access.

### What should I do if I changed devices and can't receive my authentication code?

If you've changed devices and can no longer receive your authentication code, [contact us](https://share.hsforms.com/1_jrXix7jTKKHTsuQBCEHmw3thd1) and our team will reset your account.

Still need help? Reach out via email at support@cometrics.com.

If you are unable to determine why you cannot access the site, please [send us a note](https://share.hsforms.com/1_jrXix7jTKKHTsuQBCEHmw3thd1). Our team typically responds within one business day.

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