There are three reasons you cannot get in, and they need different fixes. Work out which one you are looking at first, because two of them cannot be solved by resetting your password.
Only you are affected and you see an invalid credentials message. A password problem.
Your password is accepted but a verification code is asked for. Two-factor authentication.
Several colleagues cannot log in at the same time. Something at organisation level, not your account.
Try these first
Three checks that resolve a surprising share of cases, and take a minute between them.
Confirm the email address. It has to be the one registered to your operator account, which is not always the address you use day to day.
Try a private browsing window, or a different browser. This rules out a stale saved session.
On a shared computer, check the previous person logged out. Their session can still be holding the browser.
Wrong email or password
Bookboost rejects the login with a message such as "invalid credentials", which means the password does not match the one stored for that operator.
Use Forgot password? on the login page. The full steps are in Changing or resetting your password. If the reset email does not arrive, check your spam folder and confirm the address is spelled correctly.
Still blocked? Send support the email address you are trying to log in with, and a screenshot of the error.
Two-factor authentication
Two-factor authentication is optional, and each operator switches it on for themselves. If you have never set it up, this section does not apply to you.
If you have, the symptom is that your password is accepted and Bookboost then asks for a code you cannot produce, because you have changed phone, lost the authenticator app, or the code is not arriving.
This cannot be bypassed, including by us. That is the point of it: knowing the password is not enough to get into an account holding guest data. It can only be reset after we have verified who is asking.
Before contacting support, check you are using the right device or method, in case a second one was set up and forgotten.
To request a reset, email us from the operator's own registered address or an authorised admin address for your organisation, and include your organisation name and the operator email affected.
Everyone is locked out at once
If colleagues across your organisation cannot log in with credentials that worked yesterday, this is not an account problem. Access can be disabled at organisation level for administrative, security, or billing reasons.
Nothing you can do in the platform will change this. Contact support with your organisation name, the operator addresses affected, and when it started, and we will tell you the cause.
What to send us
Filling this in before you write saves a round of questions.
Organisation name:
Operator email address:
The exact error message:
Is a verification code being asked for? Yes or no:
When did it start:
Screenshot, if you have one:
What this does not do
Two-factor authentication cannot be turned off remotely. Not by you once you are locked out, not by an Admin in your account, and not by support without verification. Switching it on is self-service; switching it off from the outside is not.
Support cannot act on a request from an unverified address. Anything affecting access has to come from the operator's registered email or an authorised admin address.
An organisation-level lockout is not resolved instantly. The cause has to be found before access is restored, so contact us with the details rather than waiting for it to clear.
An Admin in your account cannot fix two of these three. Two-factor authentication and an organisation lockout are both outside their reach, so asking them first will cost you time.
What to do next
If you can log in but a section is missing rather than the whole platform, that is a different problem. See Operator roles and Accessible Apps.
Getting help
Open Help at the bottom of the left menu and choose Talk to Us, or email support@bookboost.io.