I cannot sign in

Cannot get into Databeamer? Below are the most common problems and what you can do about them.

First, this: there is a difference between signing in and unlocking your device. When signing in, you confirm your identity with your password or your organisation's single sign-on. After that, you unlock the device with your PIN, so Databeamer gets access to the keys stored on it. The fix depends on the screen you are stuck on.

I cannot sign in #

"Password is invalid" #

Click Reset Password under the password field. You receive an email with a link and a code. Follow the link, enter the code on the Set Password page and choose a new password.

No email within a few minutes? Check your spam folder or choose Resend Code.

Are you still signed in on another device? Then you can also change your password under Settings › Security › Change password.

Your password protects your login. Changing it does not change your PIN or recovery phrase, and does not replace the keys on your devices.

"User is locked" #

Your account was locked after repeated failed sign-in attempts or by an administrator. Resetting your password alone is not enough to lift the lock.

Does your organisation manage your account? Then contact your organisation administrator first.

If not, contact us from the email address that belongs to your account. We check your request and help you lift the lock.

I have to confirm my email address #

Open the activation email and follow the link. You can also enter the code from the email on the Activate user page.

Did you not receive an email, or does the code no longer work? Choose Resend Code to request a new code. The code can expire.

I have to enter a code from my authenticator app #

After your password, Databeamer asks for the second step of the two-factor verification you set up at your first sign-in.

Open the authenticator app on your phone and enter the current six-digit code for Databeamer. The code changes every thirty seconds.

Did you choose confirmation on your device? Then Databeamer asks for Face ID, Windows Hello or your security key, for example.

I no longer have my authenticator app or second factor #

Without access to the second factor you set up, you cannot complete the sign-in. Databeamer cannot simply skip this security step.

Does your organisation manage your account? Then contact your organisation administrator first.

If not, contact us from the email address of your account. We verify your identity and remove the old second factor. At your next sign-in you can set up a new one.

This does not change your keys, PIN or recovery phrase.

My organisation uses single sign-on (SSO) #

Use your organisation's sign-in button instead of your Databeamer password.

Does your organisation's sign-in service refuse you access? Then contact your organisation's IT department.

Can you sign in, but is your membership at Databeamer Pending? Then an administrator of your organisation still has to approve your membership. Also read Organisations.

I am signed in, but cannot unlock my device #

"Locked out for now" #

After too many wrong PINs, the device is locked for an hour. Wait until that period is over and then try again. The counter of failed attempts then starts again at zero.

The lock applies to this device only. If you can still unlock another device, you can continue working there.

You also received a security notification with the text PIN locked. Do you not recognise the failed attempts? Then read I lost my phone.

I forgot my PIN #

Your PIN cannot be recovered or reset. It only exists on the device concerned.

On the unlock screen, choose Forgot your PIN? and then Remove keys from this device. You then set up the device again and choose a new PIN.

You can add the device again in two ways:

• Approve from another device. Use another device of yours that still unlocks. Go there to Settings › Security › Device approvals and approve the new device. See also Set up a second device.
• Use your recovery phrase. Enter the 24 words of your recovery phrase.

In both cases you then choose a new PIN.

I have to unlock again on a device I use every day #

Does the Unlock Your Account screen appear on a device you normally use without problems? Then your browser may have lost the stored keys. That happens, for example, when the site data has been cleared, you are using a private window or you have opened a different browser profile.

Add the device again with one of the two methods above: approval from another device or your recovery phrase.

I still cannot get in #

Can you not unlock any device and do you no longer have your recovery phrase? Then read I have no device and no recovery phrase.

Are the other steps not getting you anywhere? Contact us. Mention which screen you see and which error message is on it. That way we can help you more precisely.