I can’t log in

1. "Login failed. Check your email address and password."

The email address or password is incorrect. For security, Metrara does not say which of the two is wrong, and shows the same message when no account exists for that address.

• Check the email address for typos. Use the address the invitation or welcome email was sent to.
• Click the eye icon in the password field to show what you typed.
• Still failing? Click Forgot password? and set a new password. See the next section.

2. You forgot your password

1. On the login page, click Forgot password?.
2. Enter your Email address and click Send recovery email.
3. Open the email Choose a new password for Metrara and click Choose a new password.
4. Enter a New password of at least 8 characters, repeat it and click Save password.

You see Your password has been changed. You're now going to your dashboard… and you are logged in.

The link works on any device, so you can open the email on your phone.

3. The recovery email doesn't arrive

Metrara always shows If there is an account for your address a recovery email is on its way., also when no account exists for that address. Metrara also sends at most one recovery email per minute per address.

1. Check your spam and promotions folders.
2. Check that you entered the address your account uses. Click try a different email address to correct it.
3. Wait at least one minute before you request a new email.
4. Still nothing? See Emails are not arriving.

4. "The link has expired or has already been used. Request a new one."

A recovery link is valid for one hour and works only once.

1. Click Request a new recovery email.
2. Enter your email address and click Send recovery email.
3. Use the link in the newest email within one hour.

The same applies to an invitation link that no longer works: request a recovery email for the invited address and set your password with that link.

5. "You open this page via the link in the email."

You opened the page for choosing a new password directly, without the link from the email.

• Open the recovery email.
• Click the button in the email, or copy the full link shown under Button not working? Copy this link:.

6. "Choose a password of at least 8 characters." or "The two passwords do not match."

1. Enter a password of at least 8 characters.
2. Type exactly the same password in Repeat password.
3. Click Save password.

7. "Accept the terms and the privacy policy to continue."

You were invited and are setting your password for the first time. Tick the checkbox for the terms and the privacy policy, then click Save password.

8. You were logged out

"You were logged out on this device because your account was used on another device..."

Your account works on at most two devices at a time. When you log in on a third device, the device you have not used the longest is logged out. A device that was signed off under Settings is logged out too.

1. Log in again on this device. The device that was used the longest ago is then logged out.
2. To stop switching back and forth, go to Settings › General › Devices and click Sign off next to a device you no longer use.
3. Does a colleague use your login? Invite them with their own login instead. See Invite your team.

See Security and devices.

9. "That code is incorrect. Please try again."

Two-factor authentication (2FA) is on for your account and the 6-digit code was not accepted.

1. Open your authenticator app and use the code for Metrara.
2. Enter the code that is shown now. Codes change every 30 seconds, so enter a fresh one if the timer is almost over.
3. Make sure the date and time on your phone are set automatically. Codes from a phone with the wrong time are rejected.
4. Click Confirm.

If you see Something went wrong. Please try again., reload the page and log in again with your email address and password.

10. You lost access to your authenticator app

1. At the verification code step, click Lost your app? Use a backup code and enter one of your backup codes. Two-factor authentication is then turned off.
2. No backup codes? Check whether your authenticator app syncs to another device or a backup, and use it there.
3. If that is not possible, contact support from the email address of your account. See Contact support.

After you are back in, you can set up 2FA again under Settings › Security.

11. "Your account has been closed and will be deleted in 90 days. Sign in to restore it."

The account owner deleted the account. For 90 days you can still restore it.

1. Log in with the owner's email address and password.
2. You see This account has been closed with the date of permanent deletion.
3. Click Restore account.

Only the owner sees this button. Admins, team members and client users see the same screen without the button. Ask the owner to restore the account.

Restoring does not restart your subscription. See Delete your account.

12. "Sign in and then click Restore account; your data is still there."

You clicked Restore account in the email Metrara sends to the owner a month after the account was deleted.

1. Log in as the account owner.
2. Click Restore account.

After 90 days the account is deleted and logging in is no longer possible.

13. "Your trial has ended"

Your 14-day trial is over and no plan was chosen. The screen covers the dashboard. Only Settings stays open. Your businesses, integrations and settings are kept.

1. Click Choose a plan.
2. Pick a plan under Settings › Subscription and complete the payment.
3. The dashboard opens again.

If you see The trial of the account you belong to has ended. Ask the admin to choose a plan; after that you can continue., you are a team member or client user. Ask the owner or an admin of the account to choose a plan.

See Plans.

14. "Your subscription has ended"

The subscription was canceled and the paid period is over. The dashboard is locked, but Settings stays open.

1. Click Choose a plan.
2. Choose a plan and complete the payment.

If you see The subscription of the account you belong to has ended. Ask the admin to choose a plan; after that you can continue., ask the owner or an admin of the account.

Your data is kept for 90 days. You receive an email two weeks before it is erased. See Payments and invoices.