Sign-in is not working

The messages and what they mean

• "Sign-in failed. Please check your credentials." — the email or password is incorrect; for security reasons, the message deliberately does not reveal which of the two is wrong. First check for typos (including the email!), then use the password reset.
• "Your user account has been deactivated. Please contact your administrator." — this is not a password problem: your company's admin has deactivated the account; only they can reactivate it.
• "Your tenant has been deactivated. Please contact support." — the entire company is deactivated; only the operator can help here.
• "Too many sign-in attempts. Please try again in a few minutes." — wait a moment, then try again.
• "Your browser's security check failed — your credentials were never checked." — the password is not to blame here, the upstream bot check is. The message names the way out: reload the page, otherwise disable tracking protection for this site or use a different browser.

Forgot password

"Forgot password?" on the sign-in page starts the reset via an email link — the full process, including the password rules, is described in Changing & resetting your password. If no email arrives, check the spam folder; requests are limited (3 per hour per address).

The passwordless route

If passkeys are enabled for your company and your browser supports them, a divider reading "or" appears below the sign-in button, with "Sign in with a passkey" underneath — fingerprint or face recognition instead of a password. How to create one is described in Setting up a passkey.

If you get "No passkey was found on this device, or sign-in was cancelled.", the passkey usually lives on another device: a passkey only works where it was created. Sign in with your password then and add a passkey for this device under Settings → "Security". Note that the passkey route also goes through the browser security check.

The second factor

With 2FA active, the code step follows the password: Gantway asks for the 6-digit code from your authenticator app, confirmed with "Anmeldung bestätigen" (confirm sign-in). If you see "Code invalid or expired. Please try again.", simply take the next code from the app — the codes change every 30 seconds; an incorrect device clock can also be the cause.