# Problems logging in

> The login link does not arrive, says it no longer works, or you log in and see no sites. What causes it and how to get in.

Nvivio has no passwords: you log in with a link by email ([Sign in without a password](https://nvivio.com/docs/account#sign-in-without-a-password)). When that does not work, it is almost always one of the cases below.

## The email does not arrive

1. **Wait a minute.** The email usually arrives within seconds, but a mail server can hold it back for a while.
2. **Look in spam, junk or promotions.** The email comes from `login@notify.nvivio.com`, with the subject "Your login link for Nvivio" in your language (the very first time: "Confirm your e-mail address for Nvivio"). Mark it as not spam, so the next one arrives in your inbox.
3. **Check the address.** The sign-in page shows where it sent the link. A typo means a link to another address: go back and enter yours again.
4. **A company mail filter** may hold the email in quarantine. Ask your IT team to release it and to allow `notify.nvivio.com`.
5. **Ask for a new link** with **Send a new link** under the code field, or **Use another address** for a typo. One address can get one email a minute: until then the button counts down, and asking again too soon says how many seconds are left. Always use the newest email.

## The link says it no longer works

A login link works once and for a short time, and so does the code of six digits under its button. Clicking the button in the email opens a page with one more button, **Log in as** and your address (the very first time, **Confirm … and log in** with your address): only that click uses the link. The sign-in page says that this link no longer works, because it was already used or has expired. Ask for a new one on the same page and use it right away.

- Opening the link in another browser or on another device is fine: it logs you in where you open it. After logging in you return to the page you came from only in the browser where you asked for the link.
- Reading the email on your phone, but logging in on your computer? Type the code from the email on the sign-in page, where it asks for it after sending.
- The code says it is wrong or has expired: ask for a new email and use the code of the newest one.
- A mail filter or virus scanner that opens the links in your email to check them (Outlook's Safe Links, Mimecast, Proofpoint and the like) does not use the link up: the page it opens waits for your click on **Log in as** and your address, and a scanner does not click it.
- The page says the link belongs to another account than the address it showed: it did not come from a login email for your address, so it did not log you in. Ask for a new link for your own address.
- An old email from your inbox no longer works: ask for a new link.

## Your session expired

You stay logged in on a device until you log out or the session expires. When it expires, the dashboard says so and asks you to log in again; log in within an hour and you come back to the page you were on.

## You log in but see no sites

Each email address is its own account. If someone invited you, the access belongs to exactly the address they invited ([Invite someone](https://nvivio.com/docs/team#invite-someone)):

- Logged in with another address, for example your private one instead of your work address? Log out (your email address at the top right) and log in with the invited one.
- The invitation expired after 30 days? Ask the person who invited you to invite you again.
- You are sure the address is right? Ask an owner or admin of the organisation to check **Team**, or email support@nvivio.com.

Logging in for the first time with an address that has no invitation makes a new organisation of its own, with the [Pro trial](https://nvivio.com/docs/plans#the-pro-trial). That is why you may see an empty **Your websites**. When your company's email domain already has 3 free organisations, none is made and **Your websites** says so: ask a colleague to invite you to theirs.

## Still stuck?

Email support@nvivio.com from the address you log in with, and say what the sign-in page shows. We answer in English or Dutch.