Why can't I log in?
| Error Message | Possible Explanation | Solution |
| Sorry, the account or password you entered is incorrect. | 1. The account or password you entered does not match what is in the CrisisGo system. 2. You've changed the password associated with your account. |
1. Enter your account and password again. Please note that login credentials are case sensitive. 2. Click on Forgot Password to reset your password and login again. 3. If the above solutions don't work, please submit in-app Feedback describing the problem so that CrisisGo support can investigate the issue. |
| Sorry, the account you entered is invalid. | 1. The account entered is wrong using incorrect 2. The account has been deleted. |
1. Enter your account information again. Please note that login credentials are case sensitive. 2. Click on Forgot Password to reset your password and login again. 3. If your account has been deleted, contact your organization's CrisisGo administrator to claim your account. 4. If the above solutions don't work, please submit in-app Feedback describing the problem so that CrisisGo support can investigate the issue. |
| Your Email is associated with multiple accounts, please use your CrisisGo account to log in. | The email address entered is associated with several accounts. | 1. Use CrisisGo account instead of Email to log in. 2. Associate your account with another email address. 3. Email support@crisisgo.com and ask for your personal account to be deleted. |
| Login failed | The app failed to connect to the CrisisGo server or there was an authentication failure for your account. | 1. If you are not using your email to log in, make sure your account is followed by @ with your organization's unique ID number (e.g. jsmith@123). 2. Check whether you can log in to other apps at this time. 3. If the above solutions don't work, please submit in-app Feedback describing the problem so that CrisisGo support can investigate the issue. |
| Network unavailable, please check your network settings. | The device failed to connect to a mobile data network (2G/3G/4G) or Wi-Fi network. | 1. Check your network settings. 2. Check to see if other apps are currently connected to your network. 3. If just CrisisGo app is not connecting, go to https://www.crisisgo.com/download to download Network Diagnostic Tool and then follow the instructions to see whether the required ports are open. If not, contact your IT support to open the required ports and re-check the connection. 5. If the above solutions don't work, please submit in-app Feedback describing the problem so that CrisisGo support can investigate the issue. |
| Sorry, the account is invalid on the device. | The account and its password are correct but you logged into the wrong app (e.g. Log into the CrisisGo app with student account or log into Safe2SpeakUP with organization staff's account. | 1. For a student account, please log into the Safe2SpeakUp app. 2. For teachers and organization staff, log into the CrisisGo app instead of Safe2SpeakUP. 3. Go to https://www.crisisgo.com/download to download the correct app for your account. 4. If the above solutions don't work, please submit in-app Feedback describing the problem so that CrisisGo support can investigate the issue. |