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I can’t sign in

Posted
Updated
ByThe Wax Stak Team

By the end of this article you will know which of the usual reasons is keeping you out, and the one step that fixes each.

Symptoms

  • The Login page says the sign-in failed, however carefully you type.
  • A message says the account is temporarily locked.
  • The link in your invitation or password-reset email says it is invalid or has expired.
  • You sign in and immediately see Workspace unavailable, Workspace paused or Account suspended.
  • You were working and were sent back to the Login page.

Likely causes

  • The wrong address. Every business has its own, your-business.office.waxstak.com, and it is in your invitation email. The sign-in page of another business does not know you.
  • The wrong email. Sign in with the email your business invited you with, not another one you use. A wrong email and a wrong password show the same message, on purpose.
  • A lock after too many tries. Five wrong passwords in a row lock the account for 15 minutes. The message says so; waiting is the fix.
  • A used or old link. An invitation link and a password-reset link each work once, and for one hour.
  • A new business whose email is not verified yet. The owner who registered the business has to open the verification email before the first sign-in works.
  • A paused or suspended workspace. Nobody signed in for a long time, or the account was suspended by us; the page says which.
  • Your access was removed. Someone switched off Active Employee on your row under Team → Employees. From that moment every request is refused, on the web and on the phone.
  • The session ended. After about half an hour without activity the back office asks you to sign in again. Nothing you saved is lost.

What to do

  1. Open your business’s own address. If you only have office.waxstak.com, sign in there: you are taken to your business, or asked to choose one if you belong to several.
  2. Type the email from your invitation under Email Address and your password under Password — the eye button at the end of the field shows what you typed — then click Login.
  3. Locked? Wait 15 minutes. The lock lifts on its own, and the next correct password clears it. Trying again while locked changes nothing.
  4. Forgotten your password, or never set one? Click Forgot Password?, enter your email and click Send Password Reset Email. Open the link within the hour. If it says Invalid or missing reset token. Please request a new password reset link., request another — see Reset your password.
  5. Never got your invitation, or its link expired? Ask a manager to open Team → Employees and click Resend invite email on your Pending row.
  6. Workspace paused: click Reactivate workspace and open the email that follows. Its link works for 30 minutes and is only ever sent to the address on your account. Account suspended: write to support@waxstak.com.
  7. Workspace unavailable means you are signed in but not a member of the business at this address. Click Sign in again and the app takes you to one you do belong to, or lets you choose. If you should be a member, ask the owner to check your row under Employees — Active Employee must be on.

Good to know

  • The mobile app uses the same email and password. If the web refuses you, the phone refuses you for the same reason.
  • Two-factor code refused? The code changes every 30 seconds, and the phone that generates it needs the right time. Click Use a backup code instead and enter one of the codes you saved when you set it up; each works once. See Protect your account with two-factor authentication.
  • Do not click Don’t have an account? to get around a sign-in problem. It registers a new, separate business — it is not a way into yours.
  • Support can see whether your account exists and whether it is active, but never your password, and will never ask for it.

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