Troubleshooting
I cannot log in
Forgotten password, verification code, unconfirmed email or a screen locked by the subscription: the path for each case.
Quick answer
Forgot your password? On the login screen, click Forgot password? and follow the link in the email. Asked for a code and you lost your phone? Use a recovery code. Team member? The account owner is the one who resets your password.
Before you start
- Check that you are using the same email you signed up with, without spaces at the start or end.
- For security, the error message is the same for a wrong password and an email that does not exist.
Step by step
Pick the case that matches yours.
- 1
I forgot my password
On the login screen, click Forgot password?, type your email and open the link that arrives. Create the new password and log in. Did not arrive? Check spam.
- 2
It asks for a code I do not have
If two-step verification is on and you lost your phone, use one of the recovery codes you kept when turning it on. Without the codes, talk to support.
- 3
It says my email is not confirmed
When you log in, Ads Editor sends a new code to your email. Type the code on screen or click the confirm button in the email.
- 4
I logged in, but the screen is locked
The subscription is inactive (end of trial or pending payment). Settle it in My Subscription: access comes back right away, with everything as it was.
Team member
The account owner created your access. Ask them to use Reset password on your profile, in Team.
How to tell it worked
- You land straight on the last screen you used, with your accounts.
If something goes wrong
| Symptom | Likely cause | What to do |
|---|---|---|
| The reset link says it expired | The link is valid for a short time and only once | Ask for a new link in Forgot password? |
| Google or Facebook login does not get in | That login email is different from the sign up email | Log in with email and password, or use the social login of the same email |
Frequently asked questions
I just paid my overdue invoice. When will I get my access back?
Access returns right away. As soon as the payment is confirmed, the system reactivates your account automatically and the block disappears, with nothing else for you to do. Usually you just need to reload the page. You don't need to open a ticket or wait for manual approval: confirmation of payment, by card or Pix (Brazil's instant payment method), triggers reactivation. Note that paying an overdue invoice does not change your original due date, which stays the same for the cycle.
What happens when my plan or trial expires?
When your subscription becomes inactive (because the trial ended, you canceled or a payment is missing), access to features is fully blocked: screens are locked behind a notice, and actions in the manager, MCP and other areas stop working until you resolve it. The block protects against misuse but doesn't delete anything: your accounts, reports, audiences and settings stay saved. As soon as you subscribe to a plan or pay what's due, everything is available again exactly as it was.
How do I reset a team member's password?
On the Team page, open a member to edit and select Reset Password. There you set a new password for them (you can also generate one automatically). After saving, give the new password to the member to use at their next login. This is useful when someone forgets their password or when you want to change credentials for security reasons. Since members sign in with an email and password that you control, you reset it yourself, right in the dashboard, without needing support.